Help Desk Associate

Responsible for overseeing and maintaining a reliable information systems infrastructure,

emphasizing security and recoverability. Overseeing the deployment and maintenance of IT

infrastructure and applications and supporting the technology in the Gumenick extended

footprint.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Acts primarily as company’s tier 1 support for all end-user hardware/software problem reporting and acts to resolve issues including but not limited to hardware, software, VoIP equipment, low voltage (cameras/door access) needs, etc. to include answering service desk tickets/phone calls of end-user problem reports for above.
2. Sets up, configures, and ensures user needs are met for new computer hardware that arrives. Works with users to ensure that all required software & data is properly transferred/installed to the latest equipment.
3. Implements security, confidentiality, and compliance programs as necessary and across the company in line with company needs/requirements per IT/Company policy.
4. Performs special projects and related duties as necessary, ensuring functionality and reliability once completed.
5. Oversees the deployment and maintenance of IT infrastructure and applications, including tier 1 support of Windows patching/AV definitions updates.
6. Monitors and maintain the company hardware and software, focusing on accuracy, best practices, security, and recoverability.
7. Troubleshoots and resolve hardware, software, and/or possible network systems issues.
8. Develops and maintains technical documentation and procedures for all systems.
9. Develops, participates in, and/or actively teaches company Associates new tools being driven by IT or other IT-related areas as needed
10. Performs routine maintenance tasks, such as backups, updates, and patches.
11. Monitors and proactively acts on help-desk-related requests and serves as the tier 1 support for various laptops/desktops, A/V, low-voltage, access control, and security camera support.
12. Participates in disaster recovery and business continuity planning and takes proactive measures to ensure the safety and security of company network/hardware/systems per IT/Company Policy.
13. Stays up-to-date with new technologies and industry trends.

QUALIFICATIONS AND CREDENTIALS

• High school diploma or general education degree (GED) is required.
• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 2-3 years of experience as an IT Help Desk, Desktop Support, Endpoint Administration, or a related technical support role
• Knowledge and experience of/with basic networking (TCP/IP, DNS, DHCP, etc.), Windows 10/11, macOS, iOS, Windows Server, etc.
• Some familiarity with or knowledge with Linux is a plus
• Experience with Entra ID and cloud technologies within Azure
• Experience with Microsoft Intune and Mobile Device Management
• Experience with Microsoft 365 administration including but not limited to: Teams, OneDrive, and SharePoint
• Experience with PowerShell or other scripting languages
• Strong troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team to identify problems, research solutions, and follow issues through to completion with minimal supervision.
• Excellent communication and interpersonal skills.

This is a full-time position with a competitive salary and benefits package. The successful candidate will join a dynamic and growing organization and have the opportunity to impact our IT and operations significantly.