IT Help Desk Technical Specialist

Position Summary

This role supports the Help Desk Lead in overseeing the HEW Helpdesk and is responsible for documenting Helpdesk and ITIL processes. It ensures effective information service delivery that meets the needs of both general business operations and Manufacturing Operations by optimizing systems, processes, and support activities.  The position also administers projects that improve business processes and enable enhanced technology solutions. Success requires developing a deep understanding of a wide range of business processes and applications spanning manufacturing, finance, sales and marketing, supply chain, human resources, and reporting/analytics systems.  Overall, this role blends strong business insight with technical expertise to help advance the Company’s transformation initiatives.

Principal Duties & Responsibilities

Principal Duties & Responsibilities

• Efficiently manage and resolve Help Desk tickets in a timely manner.

• Provide responsive support to customers via phone, email, and in-person interactions.

• Maintain, update, and troubleshoot PC software and operating systems.

• Install and configure desktops, laptops, printers, mobile, and telephone/video equipment in accordance with company standards.

• Assist end users with iOS device compliance and related technical needs.

• Support the development, implementation, and adherence to Help Desk processes, procedures, and service standards.

• Ensure compliance with company-wide leasing procedures, including system imaging, deployment, and decommissioning activities.

• Create and maintain documentation for procedures and processes associated with assigned responsibilities.

• Maintain accurate inventory records of IT hardware and software assets.

• Perform additional duties and responsibilities as assigned by IT Management.

• Build productive working relationships with HEW’s business and manufacturing teams.

• Monitor and support systems, processes, and applications to ensure stability, integrity and reliability.

These responsibilities reflect a combination of technical support, process compliance, documentation, excellence, asset management, and effective cross-functional collaboration.