The Helpdesk Specialist assists with oversight and operation of the IT Helpdesk Ticket System. Day-to-day tasks for this role include responding to helpdesk tickets as they are generated, reaching out to users as needed for assistance with IT Helpdesk issues, summarizing Helpdesk Ticket issues in the IT Helpdesk Ticket System itself, and being available to the physical location of an IT related issue to provide hands-on assistance. The Helpdesk Specialist additionally works alongside others in IT to assist with IT operations as necessary.
Primary responsibilities
- Respond to IT Helpdesk tickets in a timely manner
- Reach out to users who have put in IT Helpdesk Tickets via phone, text chat, email, or in person for assistance as needed
- Be available to assist with IT issues on-site, in both office and laboratory areas
- Setting up new IT equipment including computers, laptops, and peripheral accessories
- Assist users remotely with software
- Troubleshoot IT issues to produce solutions
- Assist other aspects of the IT department as needed, including operations and new projects
- Follow instructions and pre-established guidelines to perform the functions of the job
- Other duties as assigned.
Education and Experience
- Bachelor’s or associate degree in a relevant Information Technology program is preferred but not required.
- Previous work in servicing IT equipment is strongly encouraged.
Key Competencies
- Oral and written communication skills
- Customer service orientation
- Problem-solving
- Eager to Learn
- Planning and organizational skills
- Attention to detail
Physical/Mental Demands:
- Ability to sit for an extended period of time
- Moderate exposure to musculoskeletal strain.
- Reaching by extending hand(s) or arm(s) in any direction.
- Communication skills using the spoken word
- Requires eye/hand coordination with Moderate risk of eye strain from prolonged exposure to computer monitors.
- Occasionally required to lift up to 25 pounds.
- Occasional stress when dealing with clients and multiple demands
Candidates must be able to pass a pre-employment drug screen and background check.
MPLN is an Equal Opportunity Employer.