IT Helpdesk Support

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Position Objective:

To provide first and second level IT Helpdesk support. This position provides telecommunication, desktop hardware and software support that include: installation of network printers and software, workstation configuration, network connectivity resolution and related troubleshooting. This position has a special focus in projects needing end system technical expertise.

The contractor will be required to have a deep understanding of IT support tasks with IT experience.

Primary Responsibilities:

Provide technical support for end-user computers (HP) and mobile devices (iPhone/iPad)

Provide first and second level support for complex problems

Work across multiple IT support Groups

Assist in the developing and deploying of computer images for laptop and desktop systems

Support the set-up and maintenance of all end user hardware and software

Assist in the support of all IOS wireless devices

As assigned, completely configure, test and install files, applications and printers

Record and resolve or escalate incoming support requests in various ticket tracking tools

Work with telecommunications provider in the support of audio conferencing

Assist with audio and visual support for Experience Center events, when required

Track various IT assets with software/hardware tracking system(s)

Transport, pack and unpack IT related equipment for installation or shipment

Provide quality customer satisfaction, technical expertise, accuracy and timeliness in delivery

Ensure Security policy is followed in regard to systems access

Unlock user accounts and reset user passwords

Responsible for the proper usage of, awareness of, and compliance with Information Technology security policies

Seeks to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats



Certificate or degree in a technical field or equivalent

Industry relevant training (CTS) or technical courses strongly desired



4+ years experience in Information Technology helpdesk support

Apple IOS Computers and Devices

Windows OS Computers


Audio/Visual Support (Conference Rooms)

A+ Certified

4+ years Help Desk/Call Center experience

MCSE certified


Support knowledge of Windows 10, Outlook, Wireless Technology, Remote field connectivity (VPN), MS Office 2016, Office365 and hard disk imaging

Ability to solve advanced problems and trouble-shoot complex issues

Strong multi-tasking skills with the ability to handle multiple priorities


Very Strong Communication Both oral and written

Technical Knowledge - Overall understanding of applied information technology



  • 1
  • Negotiable
  • None
  • None
  • Re-257230
  • Permanent
  • 4

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