Help Desk

As Help Desk, you'll provide vital internal support, ensuring the smooth daily operation of end-user hardware, software, and systems. This includes tasks such as installations, troubleshooting, maintenance, equipment allocation, and training. You'll collaborate closely with our Systems Administrator and Managed Service Provider (MSP) to maintain the security, efficiency, and reliability of our computing environment.

The ideal candidate will not only bring technical expertise but also a welcoming personality, with strong interpersonal skills that bridge the gap between technical and non-technical users. Your role is pivotal in creating an accessible and supportive tech environment for all team members.

Essential duties will include:

End-User Support:

• Assist end-users with daily operation of applications and systems using the provided service desk platform
• Assist with technology implementation and roll-outs
• Maintain policies, procedures, and technical documentation
• Provide technical assistance for in-office and work-from-home (WFH) end-users

Application Support:

• Escalate issues appropriately to vendor support with appropriate documentation and follow-up in the service desk platform
• Stay abreast of key vendor application and support news, release notes, etc.
• Assist existing Systems Administrator and MSP in testing and evaluating new solutions

Infrastructure Support:

• Support regular hardware and software maintenance tasks including installation of rack mounted equipment, cabling, setting up of monitors and docking stations, etc.

Administrative Tasks:

• Works independently with a minimum of supervision
• Follows all policies and procedures established by Sweeney Conrad
• Perform other duties as assigned

Physical Demands and Work Environment:

• Work is in standard office environment, but frequent movement around office required
• Extensive use of computer and keyboard required for most of the work day including constant sitting
• Occasional reaching over shoulder, reaching over head, and reaching outward
• Frequent sitting, standing, and walking on normal surfaces
• Occasional lifting and carrying of 11-20 lbs
• Occasional pushing and pulling of under 100 lbs
• Occasional bending and similar physical actions

The successful candidate will have:

• Minimum 3-5 years of practical IT experience, preferred background working with high-touch end-users in a professional environment
• Technical proficiency in networking, operating systems (including recent versions of Microsoft Windows, Windows Server, Active Directory, and M365)
• Preferred experience in implementation experience and some project management preferred
• Strong problem solving and analytical skills
• High level of enthusiasm to work collaboratively in a team environment to meet and exceed expectations for internal and external clients
• Ability to work independently and is self-motivated to complete tasks and assignments with a minimum amount of supervision
• Experience in managing multiple tasks and in organizing and prioritizing work assignments and ongoing duties in high pressure environment
• Ability to communicate effectively and timely in writing and verbally with colleagues, clients, and other external partners
• Ability to handle confidential information
• Ability to work effectively in a diverse team environment

Preferred Experience and Certifications:

• CompTIA: A+ Certification, Network+
• Cisco: Network Associate (CCNA)
• Microsoft: Information Technology Infrastructure Library (ITIL) Foundation, Windows Server Administration Fundamentals