IT Help Desk Technical Specialist

Position Summary

The role involves supporting the Help Desk Lead in managing the HEW Helpdesk, focusing on documenting Helpdesk and ITIL processes. It ensures that information service delivery meets both general business and Manufacturing Operations requirements through efficient systems and process support and improvement. Additionally, the role includes administering projects aimed at enhancing business processes and technology solutions. It requires acquiring a comprehensive understanding of various business processes and applications across manufacturing, finance, sales & marketing, supply chain, human resources, and reporting & analytics systems. Ultimately, this position combines business acumen with technical expertise to contribute to the Company’s transformation goals.

Principal Duties & Responsibilities

• Manage Help Desk tickets promptly and effectively.
• Respond to customer issues via phone, email, and in-person support.
• Maintain and upgrade PC software and operating systems.
• Install and configure desktops, laptops, printers, mobile, and telephone/video equipment according to company standards.
• Assist end users with iOS compliance.
• Aid in establishing and ensuring adherence to help desk processes, procedures, and standards.
• Help maintain compliance with company-wide lease procedures, including imaging and decommissioning systems.
• Document processes and procedures relevant to assigned duties.
• Keep inventory of IT hardware and software up to date.
• Perform and assume other duties and responsibilities as directed by IT Management.
• Build effective working relationships with HEW’s functional business and manufacturing personnel.
• Support and monitor systems, processes, and applications to assure system integrity and reliability.

Specialized/Technical Knowledge or Required Skills

• Exceptional customer service skills and attitude:  Ability to effectively engage with users, understand their issues, and provide timely and satisfactory solutions.
• Excellent communication skills:  Both written and verbal, with a keen attention to detail to ensure accurate documentation and clear communication with users and team members.
• Typing skills:  Proficiency in typing to enter service request details quickly and accurately into systems.
• Technician experience:  Including managing incidents, requests, and changes in ServiceNow; supporting O365/Azure environments; troubleshooting iOS devices; familiarity with general web browsing; knowledge of Dell PC hardware; and experience in Active Directory administration.
• Network troubleshooting:  Understanding of routers, switches, and other networking devices, with the ability to troubleshoot network issues and escalate as necessary.
• Support tools and techniques:  Familiarity with IT support tools and methodologies and understanding of how technology supports IT service delivery.
• Physical capability:  Ability to lift and carry up to 50 lbs safely, which may be necessary for handling IT hardware.
• Education: An associate degree is required, while a bachelor’s degree is preferred, demonstrating a foundational academic background in IT or related fields.

Major Challenges

• Understanding business processes across functions: This involves grasping the intricate relationships and dependencies among various departments, such as manufacturing, finance, supply chain, sales and marketing, and human resources. It’s crucial for effective IT support and alignment with business goals.
• Planning, coordinating, and scheduling efficiently:  Successfully managing time and resources is essential amidst competing priorities and dynamic operational demands.  This ensures that IT support and projects align with business objectives and deadlines.
• Establishing and maintaining effective communication:  Maintaining clear and open communication with users and managers across multiple locations is critical for understanding their needs, providing timely support, and ensuring alignment of IT services with business requirements. 
• Managing user requests and anticipating needs:  Addressing user requests promptly while anticipating future needs across multiple locations is challenging yet crucial for maintaining operational efficiency and user satisfaction.