Help Desk Support

Job Summary:

The Help Desk Support- Level 1 positions aid in the essential functions of each department in the company through the support of computer hardware and software systems at the direction of the IT Manager and CIO. The main responsibility of the Help Desk Support is to respond to employee Helpdesk tickets and answer inquiries to resolve problems.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Alarm Detection Systems is an EEO employer.

Essential Functions and Responsibilities:

• Provide technical support for basic software and hardware maintenance or use
• Troubleshoot basic computer hardware and software functions
• Helpdesk ticket routing and support communication
• Maintain an up-to-date inventory of all computer equipment and support items
• Maintain an inventory of all deployed hardware and software
• Assisting HR with onboarding new hires
• Maintain work area cleanliness and organization
• Install physical computers and peripherals for users
• Setup and deploy new company cell phones
• Install company-approved software for users
• Research new technologies as directed
• Help set and enforce company computer standards as directed
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Oversee the daily performance of computer systems
• Required to participate in an IT on-call rotation for support
• Assist in supporting the IT department, company, and/or employees in emergency situations
• Responsible for onsite duties as assigned
• Must be punctual and adhere to attendance standards
• Adhere to all company policies and procedures
• Other duties as assigned by management

Education/Experience:

• High School Diploma or equivalent is required
• Bachelor s degree in Computer Science or related field is a plus

Knowledge/Skills/Abilities:

• Basic understanding of networking concepts
• Basic understanding of directory management and concepts related to it
• Basic understanding of Microsoft Products and Services
• Basic understanding of computer concepts and logic
• Ability to adapt to new technologies and concepts
• Ability to route unresolved issues to the appropriate area in IT
• Excellent written and verbal communication skills
• Ability to assist in emergency situations
• Ability to work extended hours as needed
• Ability to travel within our service area
• Self-directed and motivated
• Multitasking skills
• Organizational skills
• Active listening skills
• Microsoft Office skills
• Critical thinking skills
• Reasoning, logical, and math skills
• Troubleshooting skills
• Computer networking skills
• Ability to work in a team environment
• Reliable and ethical; discretion regarding confidential information
• Knowledge of PC hardware, server hardware, laptop hardware
• Business knowledge, a plus

Licenses/Certifications:

• Must have or be able to obtain CompTia and other technical certifications
• Maintain a driver s license, maintain an insurable driving record, and be capable of driving on company assignments

Work Environment:

An office environment, with minimal travel. Could be called on to work in customer locations.

The work environment characteristics described here represent those an employee encounter while performing this job's essential functions. Unless outlined in remote work policy, this is an on-site position. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.

Alarm Detection Systems, Inc. maintains a quiet, non-smoking office environment.

Company Benefits:

We believe in providing a generous, comprehensive benefits package that includes:

• Health, dental, vision, and life insurance
• 401(k) plan with a generous company match
• Paid Parental Leave Program
• Company-paid short-term disability program
• Paid time off and holiday pay
• Company-sponsored events (friends and family welcome!)
• Continuous professional development opportunities
• A fun, positive, and high-energy work environment