IT Helpdesk Support in Fuquay-Varina, NC at Quality Equipment, LLC

Date Posted: 4/22/2021

Job Snapshot

Job Description

PURPOSE 

To ensure proper computer operations enabling end users to accomplish organizational tasks.  

BASIC FUNCTIONS AND RESPONSIBILITIES 

• Field incoming support requests from end users via telephone and IT support ticketing system in a courteous manner. 

• Document all pertinent end user identification information, including name, department, contact nformation, and nature of problem or issue. 

• Build rapport and elicit problem details from help desk customers. 

• Hardware support tasks include performing inventory and asset tracking of new equipment upon receipt. 

• Prioritize and schedule IT support tickets escalating tickets to the appropriate IT personnel as needed. 

• Branch office hardware auditing, and network support tasks that includes responsibility for creation of new

users in Active Directory and assignment to proper OUs and Security Groups--new user setup will also be done in several other proprietary applications; setup email accounts; maintaining accurate state of objects in
Active Directory, such as disabling/deleting old user and PC accounts.  

• Utilize software updates, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. 

• Identify and learn appropriate software and hardware used and supported by the organization. 

• New Workstation Deployment: Preparation of new systems including disk imaging, renaming and joining to domain, and system testing. Evaluates older systems bench test and makes determinations as to whether systems can be repaired and re-deployed, or disposed.  

• Perform hands-on fixes at the desktop level including installing and upgrading software, and configuring systems and applications. 

• Test fixes to ensure problem has been adequately resolved. 

• Perform post-resolution follow-ups to IT support tickets. 

• Develop help sheets and knowledge base articles for end users. 

• Perform other related duties consistent with the scope and intent of the position. 

EXPERIENCE, SKILLS, AND KNOWLEDGE REQUIREMENTS 

• High School diploma/equivalent and 1 year work experience in related field 

• Strong attention to detail 

• Ability to speak and write clearly, accurately, and in a manner that can be easily comprehended 

• Knowledge of relevant software computer applications and equipment 

• Effective listening skills 

• Ability to absorb and retain information quickly 

• Highly self-motivated and self-directed 

• Ability to effectively prioritize and execute tasks in a high-pressure environment 

• Exceptional customer service orientation 

• Experience working in a team-oriented, collaborative environment 

Physical Demands: 

• Noise Levels: Medium to High. 

• Weight Requirements: Lifting up to 75 lbs. 

• Mobility: Squatting, bending, climbing, lifting, reaching, twisting, standing, sitting, and repetitive  

  keyboarding for long duration of time. 

• Visual: Working with PC, manuals, and close detailed work. 

• Driving: Occasional – Short and long distances. 

• Work Environment: Exposure to extreme weather, fumes, airborne particles and moving mechanical parts. 

• Dexterity: Ability to grasp and manipulate tools and office equipment.