I.T. Helpdesk Associate (L2)

Job Description Job Title: I.T. Helpdesk Associate (L2) Department: Information Technology Reports To: IT Infrastructure Manager Job Summary – This Associate or Technician supports the desktop and end-point devices, and the end-user experience. The selected candidate will be responsible for providing quality helpdesk services to industry best-practices as part of a wider IT Helpdesk department. Equipment covered includes (but not limited to); Primarily: desktop PC’s, thin-clients, printers, UPS’s and related operating systems and third-party software. Secondarily: Cash registers, weighing scales, scanners, card terminals, digital signage, IP phones, and a further variety of devices or office equipment’s, used in retail/wholesale operating environments Job Duties (per above) o Serves on the Frontline team contact for users seeking technical assistance relating to system issues o Troubleshooting and remediation of Microsoft OS and related 3rd party applications o Resolve basic network and endpoint issues (in person or remotely) o Basic active directory and user rights access management o Buildout new endpoints (computers, laptops, mobiles) with OS and 3rd party applications o Cable and power management works to ensure structured cabling approach o Inspection and remediation of IT Rooms at each site for tidiness, cleanliness, and security o Use of email and Foster’s Help Desk to initiate, update and complete support tickets o Collaboration with wider IT Service Team members, in the delivery of end-to-end solutions o Actively inspect and review IT Rooms at each site for tidiness, cleanliness, and security. Requirements • Minimum 2 years’ experience working in general Information Technology helpdesk environment • Microsoft certification (MCP/MCT), CompTIA A+ or Network+ • Preferred: Already working towards Microsoft (MSCE) or other top tier certification • Good working knowledge of Microsoft Operating Systems and general PC components and accessories • Ability to read, comprehend, write, and speak English. • Ability to follow instructions and also to work independently and be self-motivated. • Exhibit attention to detail and commitment and positive interpersonal skills. • Able to work varied hours/days as the needs dictate including overnight and weekends. • Ability to timely multitask while working in a fast-paced environment. • Must have reliable vehicle transportation as the work will require island-wide travel • Interest and willingness to learn and grow within the department. • Willing to work weekends and or be part of an ‘on-call’ rotation