IT Help Desk Support Specialist

• Serves as first point of contact for the Help Desk Team and provides technical support to employees, assisting with hardware and software issues via phone, email, and chat
• Create and maintain comprehensive documentation for IT systems, configurations and processes
• Manage and prioritize help desk ticket queues, ensuring all requests are addressed in a timely and effective manner
• Responsible for studying their employer’s current computer system, identifying areas that need improvements or overhauls and implementing these changes
• Configure and deploy equipment for new hires (laptops, desktops, iPhones etc.) and conduct IT new hire orientation
• Decommission exiting employee’s computer equipment
• Contribute to the continuous improvement of the help desk process
• Manage Electronic Data Interchange of business information with suppliers
• Keep record of problems and their resolution
• Organize and file documentation pertaining to warranties and instructional guides for computer hardware
• Travel 1 – 3 times a year to our other facilities in Wisconsin and Florida
• Meet requested SLA time frames
• Evaluate applications and software patches for desktop applications to see if they will solve desktop issues
• Support IT Department in the changes and maintenance of the company ERP NetSuite

• Bachelor’s degree in information technology or a relevant field
• Industry certification in relevant computer languages or software
• 2+ years of proven experience in a heavy customer focus position involving technical knowledge of companies’ products and services
• Excellent decision-making, time management and problem-solving skills
• Adaptable and flexible in a fast-changing industry and work environment
• Ability to be able to handle customer feedback on IT services
• Excellent communication and interpersonal skills
• Experience in desktop hardware/ software configuration in an enterprise environment
• Working knowledge of Microsoft services and tools such as O365, Azure, SharePoint, OneDrive, and Active Directory
• In-depth knowledge of Mobile device management (JAMF/ Intune)
• Extensive experience working with different operating systems including Windows and Mac
• Ability to handle projects efficiently and effectively
• Proven ability to multi-task, effectively determine priorities, and meet SLAs
• Experience working with a remote workforce in multiple locations is a must

Experience with Thrive Managed Services is a plus