IT Help Desk Specialist - 2810

General Summary

The IT Help Desk Specialist receives and responds to users' calls and e-mails regarding software and hardware related issues on IT systems. This position creates Help Desk tickets and resolves tickets or gathers information and places tickets in the queue for resolution by other IT team members; works with vendors for quotes on hardware and software purchases; and contributes to successful completion of IT team objectives.

Essential Job Functions

1. Provides Help Desk support via phone, e-mail, and personal interaction to PC users for a variety of desktop software products (e.g. Microsoft Windows, Microsoft Office, Office 365, Aircraft Maintenance Manuals and AS400 for Windows). Resolves issues or coordinates with vendors, assigned software developer or other appropriate IT team members to resolve issues. Monitors user issues to identify trends. Edits Knowledgebase to ensure history of issue resolutions.

1. Monitors the IBM mid-range systems by responding to system messages, rerouting batch job queues and print queues for efficient operation, performing system cleanup, etc. Maintains job scheduler and user menu access.

1. Maintains hardware and software inventory databases and coordinates the removal and/or disposal of old equipment.

1. Works with vendors to obtain quotes and order hardware and software. Monitors leasing schedules for accuracy and requests corrections as necessary.

1. Provide cell phone/smartphone support; including new phones, upgrades, Duncan Aviation related App support and basic troubleshooting.

1. Monitors Help Desk tickets and provides effective coordination with technicians through evaluation and prioritization of tickets to ensure timeliness of IT requests.

1. Completes basic requests for installing, configuring, and optimizing software and PC hardware.

1. Processes user security changes for systems, including new user setup, changes for existing users, administering security groups, etc. Monitors security software notifications and responds appropriately after research and/or analysis.

1. Performs other related duties as assigned by management.