Senior IT Helpdesk Support

1. Help Desk Operations
     o Ensure timely resolution of user-reported issues, meeting or exceeding service level agreements (SLAs).
     o Monitor helpdesk ticket queues and assign tickets to the appropriate support group based on expertise and priority.
     o Serve as the primary escalation point for complex technical issues between tier 1 through tier 3 support levels. 
     o Collaborate with other IT teams to ensure efficient problem resolution.
2. User Support & Training:
     o Assist users with advanced technical issues, ensuring minimal disruption to their work.
     o Maintain an aggressive PC refresh strategy for tablets, laptops, and desktops.
     o Develop and provide training to users on common IT topics and new technology implementations.
     o Create and maintain user-friendly documentation and guides for frequently asked questions and troubleshooting.
3. Process Improvement & Documentation:
     o Document processes and create standardized procedures for common issues and troubleshooting steps.
     o Ensure that all helpdesk activities comply with the organization's security protocols and data privacy standards.
     o Analyze helpdesk workflows and identify areas for improvement to enhance efficiency and customer satisfaction.
     o Mentor and provide guidance to other helpdesk members, fostering a collaborative and supportive environment.
     o Collaborate effectively within and outside the department on improvement initiatives.
4. IT Service Management (ITSM) :
     o Ensure accurate and detailed ticketing documentation for each support request.
     o Ensure accurate tracking of assigned IT assets, including hardware, software, and licenses. 
     o Independently manages self-created and assigned projects and tasks in project tracking software.
5. Vendor Purchasing and Management:
     o Purchase and maintain supplies and equipment for IT stockroom; seeking competitive pricing from multiple vendors.
     o Coordinate with third-party vendors for support, repairs, and troubleshooting of hardware and software issues.
     o Act as the primary point of contact for escalated helpdesk issues or projects requiring third-party services.

• Bachelor's Degree in Computer Science or related field with a minimum of four (4) years of experience in Help Desk or Managed Service Provider capacity is required. 
• Strong problem solving skills for resolving complex hardware and software issues effectively and efficiently. 
• Strong customer service skills amongst plant and office workers.
• Proficient troubleshooting with various operating systems and applications including Windows, Mac, and AS400, and MS Office.
• Subject matter expert on Help Desk processes and a role model of quality and consistency for others.
• Experience mentoring others in all of the above.​