Help Desk Specialist

JOB TITLE:           Help Desk Specialist I   (Hours 9:30 am to 6 pm)                           DEPARTMENT:                IT

REPORTS TO:       Director of Technology, Architecture, and Security

JOB SUMMARY: Support operation of help desk and provide technical assistance and support to SG360° users for queries and issues related to computer systems, software, hardware, and other infrastructure issues.  Position will be on call every three weeks.  

JOB DUTIES:

·        Provide support for employees- in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support.

·        Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges.

·        Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications 

·        Active Directory - tasks limited to creating and disabling users, and providing access within SG360° Security Policy standards

·        Support office products and administer tasks in Office 365

·        Assess, alert, triage and remediate production outages/incidents.

·        Install, configure, and maintain desktop and laptop PCs and peripherals such as printers.

·        Install and configure application and operating system software and upgrades.

·        Troubleshoot and repair hardware and network connectivity issues.

·        Remove old equipment and perform data migration to new machines.

·        Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary. 

·        Other duties that may be assigned

JOB SKILLS: 

·        Ability to troubleshoot issues, identify solutions, and appropriately escalate issues.

·        Excellent organizational skills and ability to multitask in a dynamic and demanding production environment.

·        Excellent problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation 

JOB KNOWLEDGE: 

• Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance.

·        Knowledge of remote support tools and techniques.

·        Familiarity with Mac OS a plus.

EDUCATION & TRAINING: 

·        Bachelor’s degree in Computer Science or related field from an accredited university; or

·        Associates degree with equivalent work experience (see below)

EXPERIENCE: 

• 1-3 years’ experience supporting/implementing Microsoft technologies and web/networked computing environments.

·       Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.

·        Windows 7 & 10 Support

PHYSICAL REQUIREMENTS: 

·        Travel to other SG360° sites will be required

• Must be able to perform light to medium physical work including lifting up to 50 pounds

SG360° has been delivering innovative direct marketing communications for more than 60 years. We leverage the power of print to create connected experiences, pushing the envelope to deliver inspired communications that are touched, shared and remembered.