IT/Helpdesk Specialist

IT/Helpdesk Specialist

Reports To: Sr. IT Manager

Division/Department: IT Department

Level of Work: I

Position Summary

The Helpdesk Specialist will be the first point of contact for all company IT service desk incidents and requests. Perform routine information technology support activities involving installation, maintenance, and technical support of personal computer systems, network systems, and communications equipment. Works under the direct supervision of IT management or senior IT staff.

Key Results Areas

Level I: Quality – Complete and accurate work performed efficiently

• Production quality and efficiency using appropriate tools and equipment, qualified to perform special processes as needed.
• Maintain IT infrastructure: Diagnoses and resolves end-user network or local printer problems, PC desktop and laptop hardware/software problems, e-mail, Internet and local-area network access problems.
• Installs and configures computers, printers, and other peripherals.
• Troubleshoot and maintain IT equipment: Provides helpdesk support by trouble-shooting and resolving helpdesk tickets or escalating to IT Management as appropriate.
• Ability to communicate – oral or written - technical information to all levels of end-users.
• Maintains various programs and small projects.
• Performs other related duties as required and assigned.

Follow Instructions – oral and/or written

• Follows all Graham Corporation Policies and Procedures as stated in the Employee handbook.
• Follows all IT Policies and Procedures.
• Performs other related duties as required and assigned.

Safety & Housekeeping

• Maintains a clean and safe work area.
• Practices safety at all times while at work.
• Follows safety policies and procedures and speaks up when others are non-compliant.
• Wears all safety equipment when in the shop area.

Continual Improvement Suggestions

• Keeps an open mind to others continuous improvement suggestions.
• Bring continuous improvement suggestions to the appropriate team member.

Professional Development

• Demonstrates initiative, positive attitude, and enthusiasm for the job.
• Will follow up with supervisor on professional development goals and opportunities.
• Takes an interest and lets it be known that they have a desire to grow with the company.

Qualifications

To qualify for this position, an individual must possess the knowledge, training, experience, and abilities required.

Education And Training

• High school diploma or GED required.
• Technical training in computer science.
• 1 to 3 years of experience in helpdesk/desktop support preferred.

Desired Job Qualifications

• Experience working directly with business end-users a plus.
• Experience with Lotus Notes.
• A+ Certification.

Skills

• Proficient in Microsoft Office software products.
• Ability to work efficiently with many different types of people, skill levels, and personalities.
• High attention to detail.
• Demonstrate behavior consistent with company values.
• Maintain strict confidentiality regarding company matters.
• Ability to work independently, with minimal direction as a highly motivated self-starter and within a team-oriented culture.

Physical and Mental Demands

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• May be required to move items up to 60 pounds for distances of up to 10 feet.
• May be required to stand, stoop, bend, kneel, and squat for extended periods.
• May be exposed to fumes or dust, toxic or caustic chemicals, outdoor weather, moving mechanical parts, and moderate to loud noise levels.
• Must wear appropriate protective gear and clothing as necessary.
• Traveling between buildings will be required.

Mental Demands

• While performing the duties of this position, the incumbent is required to read, write, analyze data and reports, exercise judgment, develop plans, procedures, and goals, present information to others, and work under pressure.
• Work may require evening and weekend work.

Work Environment

• This job primarily operates in a clerical office setting.
• This role routinely uses standard office equipment such as computers, phones, photocopiers.
• While performing the duties of this position, the incumbent is also exposed to high levels of manufacturing and equipment noise.
• Some duties are performed indoors in a manufacturing environment with temperature changes.
• Exposure to hazardous materials, fumes or airborne particles, and moving mechanical parts with vibration.

Work Authorization/Security Clearance

• Must be a U.S. citizen.
• Must be able to obtain a secret security clearance if needed.

This job description is not all-inclusive but rather serves as a general guideline of the current needs of the position and can be modified at the discretion of management to meet current business needs. Experience and education requirements are the primary basis for awarding this position; however, substitutions that are essentially equivalent may be made as they relate to the essential functions, duties, and responsibilities of this position.

Key skills/competency

• IT Support
• Helpdesk
• Troubleshooting
• Hardware
• Software Installation
• Network Support
• Customer Service
• Problem Solving
• Technical Support
• Microsoft Office