IT Operations Help Desk I (Temporary Contract)

Paladin Technologies is a regional system integration business offering solutions for building security and energy efficiency. The IT Operations Help Desk I position is responsible for providing level 1 technical support to internal colleagues, troubleshooting issues with endpoint computing systems and AV systems, and maintaining user accounts.

Responsibilities

• Provide support and troubleshooting of IT and AV systems for end-users, including executives
• Maintaining help desk ticket queues to ensure proper routing and resolution of issues
• Escalation to level 2 or 3 staff as situations require more specialized skill sets
• Configure desktop hardware, software, and peripherals
• Writes documentation and guides as necessary, provides end-user training
• Must be willing to carry a mobile phone and provide after hours on-call support occasionally
• Trains users in systems operations and procedures, as needed
• Maintain a positive working relationship with business lines and other departments
• Provide global support using remote connectivity technologies
• Endpoint and mobile device provisioning using Microsoft Intune, including logistics and shipping to colleagues

Skills

• Demonstrates fundamental knowledge of Windows operating systems
• Demonstrates fundamental knowledge of mobile operating systems (Android/iOS) and hardware
• Working knowledge of current communications devices and desktop technologies
• Basic networking skills and troubleshooting including wired and wireless
• Basic understanding of Virtual Desktops
• Expertise in standard software applications (Microsoft Word, Excel, PowerPoint, Outlook, etc.)
• Printer device and queue management
• Active Directory password and group membership management
• Basic knowledge and experience of Office 365 and related cloud solutions
• Ability to manage multiple projects, activities, and tasks simultaneously
• Highly developed verbal and written communications
• A+ certification preferred
• Basic network knowledge
• IT training and certification preferred
• Communication and Presentation Skills: Excellent written and verbal communication skills, with the ability to present complex GRC issues and strategies clearly to various stakeholders
• Ability to manage multiple projects, activities and tasks while working under deadlines and time constraints
• Computer efficiency in standard business software (Microsoft Office, etc.)
• Willingness to learn and be self-motivated
• Ability to solve practical and complex problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to write reports and routine business correspondence
• Ability to effectively present information and respond to questions from colleagues in person, on the phone or via video conference

Benefits

• In person collaboration is expected with a hybrid work schedule as mutually agreed upon following successful onboarding.
• Position is eligible to be in any Paladin Technologies office location based on the current needs of IT Operations department.

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