Quality Electrodynamics is searching for a Part-time Help Desk Specialist

JOB SUMMARY

The Help Desk Specialist is responsible for ticket intake, triage, issue resolution (within their capabilities) and escalation and follow-up of selected issues.  The Help Desk Specialist also serves as “smart hands” as directed by the Managed Service Provider.  The scope of this position covers both hardware and software, including, PCs, laptops, wireless handheld devices, printers and other peripherals, Microsoft Windows, Microsoft Office, web browsers, and other Windows applications.

Standard work hours for this part-time position are 7:00 a.m. – 11:00 a.m., Monday – Friday.  Extra hours (not to exceed 30 total hours/week) may be required after 11:00 a.m. Monday – Friday, and/or on Saturday or Sunday, as the need arises.  Reasonable attempts will be made to minimize hours greater than 20/week.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle IT infrastructure issues that are outside the scope of the Managed Service Provider (MSP)
• Responsible for ticket intake, triage, issue resolution (within their capabilities) and escalation and follow-up of selected issues
• Serves as “smart hands” as directed by the Managed Service Provider
• Provide end-user/desk-side support on IT systems as needed

QUALIFICATIONS:
Education and Experience

Required

• High school diploma (or equivalent)
• 1 – 2 years professional experience supporting Windows desktops and networks of 100+ nodes

Preferred

• Associates degree in computer hardware, networking, or other IT-related major. A+ and/or Network+ certification, or other IT-related certifications
• Experience in a Manufacturing environment (ERP/MRP). Experience in a regulated industry such as medical device or pharmaceutical

Required Skills and Abilities

• Working knowledge of PC hardware, Microsoft Windows and Office, Microsoft Active Directory, and TCP/IP networking
• Proven ability to troubleshoot complex technical issues, and efficiently resolve problems in a methodical manner
• Exhibits sound judgement and attention to detail
• Acts with due caution to protect company assets, including business-critical data
• Handles private and proprietary information with absolute discretion and confidentiality

Preferred Skills and Abilities

• Experience with Windows Server and Microsoft Hyper-V
• Experience supporting database applications (client/server and browser-based)