Help Desk Associate


Posted: 01/27/2021 Job Category: IT Support Job Number: 117

Job Description

Core Functional Responsibilities:

  • Good understanding/experience with VMWare Horizon would be a plus.
  • Act as first level of response to all user requests
  • Record issues, inquiries, service requests and resolutions in QMa incident management system.
  • Resolve or escalate incidents/requests to appropriate technical teams, partners or vendors; tracking status and follow-up to ensure user satisfaction.
  • Install, upgrade and remove desktop applications
  • Install, upgrade, repair and replace user workstations and printers Including toner replacements
  • Maintain Inventory control of all hardware and peripherals
  • Ensure all workstations and printers are in working order and operating efficiently
  • New user workplace setups (workstation, monitors, laptops, phones and mobile phones)
  • iPhone/mobile device deployments, troubleshooting and training
  • Assist users with remote access solution
  • Provide support for Lotus Notes clients
  • Follow security, permissioning and assets log procedures 
  • Assist moving users throughout the company.  This includes physically moving required hardware and maintaining all network/communications links
  • Responsible for setup and breakdown of conference rooms and audiovisual rooms
  • Coordinate and test audio/video conferences and presentations with external parties, internal users to ensure   technical requirements are met
  •  Create and manage authorized user accounts in Active Directory and other business applications
  • Maintain thorough documentation and procedures for the QM service Desk
  • Cover back-up tape management for QMa
  • Escalate or consult with senior staff regarding all issues, outages, etc when solution is unclear
  • Report problems with procedures and make suggestions for improvements
  • Flexibility to work on weekends and beyond normal business hours when required by the company
  • Participate in the on call rotation ( one week per month)
  • Perform related duties as assigned or requested including projects and migrations

Job Requirements

Experience & Qualifications

  • Can work as part of a small, tight-knit team
  • Excellent technical skills with ability to learn new systems quickly
  • Ability to develop effective internal/external working relationships
  • Can maintain positive and helpful attitude when dealing with users
  • Be available to travel to alternate business sites in New York, New Jersey, and Pennsylvania
  • Excellent verbal and written communication skills and the ability to be prompt and courteous
  • As business needs necessitate the individual may be required to work after regular work hours
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