Senior Help Desk

Position Summary: This is a full-time position that reports to the IT Service Desk Manager. Part of a global team, this individual will provide support to our employees worldwide. The position requires strong customer service skills, the ability to stay organized, and solid problem-solving skills.  

What You'll Do
 
Frontline incident and request management

• Monitor the ticketing system for incoming incidents/requests 
• Log and track all issues (example: phone, email, IM, walk-ups, and any other methods) 
• Log and track all security-related issues (example: phishing emails)  
• Troubleshoot and address issues directly; workstation issues, basic network issues (local network, Internet, Wi-Fi) 
• Take ownership of tasks/projects and represent the user to ensure the requests are processed 
• Communicate to the end-user on progress promptly 
• Document issues, analysis, progress, solution in the ticketing system

Training To Users 

• Assist with onboarding/offboarding of employees 
• Provide basic in-house training of tools and applications; MS Office, Video Conferencing (ZOOM, Polycom, etc.), and collaborations suite (OneDrive, O365 groups, etc.) 

Workstation Setup Management 

• Setup and deployment for new employees using standard hardware, images, and software (Windows & Mac OS X) 
• Modify configurations, utilities, software default settings, etc. for the local workstation 

Office Support / AV 

• Manage Audio/Video equipment (microphones, cameras, etc) for meetings 
• Assist and troubleshooting on IT-related equipment: phone system, videoconference system, mobile devices 

Local Asset Management 

• Manage asset inventory and anticipate hardware needs 
• Proactively identify the end of life user workstations and coordinate replacement 

Who you are 

• 3+ years experience in IT Service desk environment, in a fast-paced though structured environment 
• Self-Motivator; able to work alone and take ownership of responsibilities 
• Be able to prioritize and follow up issues with method and efficiency 
• Strong communication and reporting skills 
• Master of autonomy 
• Advanced knowledge of Microsoft based software; Windows 10 and Office 365 
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)  
• Good knowledge and experience of mobile devices (iOS, Android, etc.) for system configuration (email settings, certificates deployment, application installation, etc.) 
• Good knowledge and experience of Apple Mac OS X, within a Windows environment (Active Directory integration, File/Print server, etc.) 
• Understanding of network configuration on workstations (DNS, TCP/IP, and other networking concepts) 
• Ability to write technical documentation to feed the Service desk knowledge database 
• Attention to detail, ability to follow detailed instructions and make independent judgments, and strong technical analytic abilities 
• Experience in meeting the demands of complex production-oriented environments where timeliness and availability of information are considered critical.  
• Must be able to work effectively to resolve problems under a fast pace conditions in a high demand environment  
• Aptitude for learning new software through manuals, the Internet, and trial-and-error. 
• Triage work as necessary for self and other IT staff 
• Act as a further escalation point for unresolved or escalated tickets 
• Provides instructions to new and current team members on features, capabilities, and policies 
• Report to management on any issue that could significantly impact the business 
• Tier 1 and tier 2 systems implementation, troubleshooting, and analysis 
• Researches, test, and assesses new technologies for potential use and implementation 
• Assists IT Management, with technical duties and high-level projects     

Desired Experience 

• A+ Certification 

About SmartBear

SmartBear is an equal employment opportunity employer and encourages success based on our individual merits and abilities without regard to race, color, religion, gender, national origin, ancestry, mental or physical disability, marital status, military or veteran status, citizenship status, age, sexual orientation, gender identity or expression, genetic information, medical condition, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other legally protected status.