It helpdesk specialist

OVERVIEW OF POSITION:

All computer support issues and any problems that a user will run into regarding their machine and their ability connect to resources.

ESSENTIAL JOB FUNCTIONS:

• Provide first level Technical Support for office/remote users and computer technologies.
• Support users and resolve issues promptly and efficiently.
• Collaborate with Technical Teams to escalate and resolve complex technical issues.
• Maintain accurate documentation of support activities.
• Manage and Prioritize help desk tickets (using an electronic ticketing system).
• Participate in training sessions to stay up to date on technologies.
• Provide guidance, support and training to help users effectively utilize IT resources.
• Ensure compliance with company policies, procedures and best practices.
• Provide support for laptops, desktops, hardware, software, applications, & troubleshooting.
• Provide support for business equipment including printers, copiers, & office technologies.
• Document technical support procedures to ensure consistent delivery with quality.

SKILLS EXPERIENCE EDUCATION:

Experience with technology support and customer service. Requires at least 2+ years of experience working in an office environment. Requires at least 2+ years of prior experience in an IT support or service desk position. Experience supporting computer hardware and software (desktop support and/or help desk). Experience installing, troubleshooting and repairing hardware and software. Experience logging and managing IT support tickets in a Help Desk ticketing system. Experience working in Windows environments and supporting Windows operating systems. Experience with Microsoft Office products including M365, Word, Excel. Basic networking knowledge and experience troubleshooting connectivity issues Basic knowledge and troubleshooting skills including knowledge of TCP/IP, DHCP, DNS. Experience supporting mobile devices including iPhones/iPads and Windows tablets. Prefer experience with Microsoft Teams, Exchange/Outlook, Edge, and cloud applications. Requires high school diploma or higher education (2+ years of higher education preferred). Requires excellent communication skills and a customer-oriented approach to support. Requires experience working in a team environment.

ADDITIONAL INFORMATION:

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, or skills required. Employees may be required to perform other job-related duties as assigned, consistent with business needs and applicable law. Due to the nature of our work and applicable U.S. export control laws, this position requires International Traffic in Arms Regulations (ITAR) eligibility. Only individuals who qualify as a “U.S. person” as defined by ITAR (U.S. citizens, U.S. permanent residents, refugees, or asylees), unless specified otherwise within job description, are eligible for employment. Applied Aerospace & Defense (“AA&D”) is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Applicants who require reasonable accommodation for any part of the application or hiring process due to disability, medical condition, or other protected reason may contact the Human Resources Department. Requests will be reviewed in accordance with applicable law. Where required by law, the applicable pay range and a summary of benefits and other compensation for this position will be provided.