The IT Helpdesk Support Specialist will generally track all instances of support by creating technology support tickets using ticket-tracking software. They will update the status of each ticket as they successfully assist each user with their IT issues. Their assistance may be conducted in person, on the phone, or via online communications. This is a position requiring flexibility in schedule to accommodate for occasional after hours and weekend work.  High quality customer service skills are essential for the role. 

Reports To:  Director of Facilities and IT Administrator 

Responsibilities 

• Actively monitor a helpdesk queue and participate in resolving requests and faults. 
• Provide support to colleagues over the phone, via email or in person. 
• Escalate support requests as necessary 
• Windows Desktop and Microsoft application support 
• Perform maintenance on laptops, printers, mobile handsets and other IT hardware. 
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. 
• Achieve high standards of customer service and deliver optimal operation and business benefits. 
• Configuring and installing hardware and software on new PCs as well as upgrades on existing PCs. 
• Manage, inventory, and troubleshoot endpoint devices and coordinate repairs with 3rd party vendors. 
• Accurately record, update and document requests using the IT service desk system;( Fresh Desk)  
• Create, change, and remove Azure AD users, mailboxes and other resources as requested 
• Other IT support tasks as needed 

Core Competencies  

• Degree in computer science or information technology preferred, or commensurate work experience  
• Intermediate or better experience with Microsoft Office products, Office 365 Admin portal; MS certification a plus 
• Windows 7 and 10, Unix, linux Active Directory, ESET, Azure Cloud knowledge and/or experience 
• Network support experience, including cloud-based technology 
• IT Support ticketing system management experience 
• Strong analytical and problem-solving skills 
• Operates within anti-racist frameworks when approaching tasks, community, and colleagues 
• Ability to multi-task and prioritize workload 
• Good communication skills, both written and verbal 
• High commitment to quality customer service 

Physical Requirements 

NCCHR will make accommodations as needed. 

• Capable of working on a computer for extended periods of time 
• Extended periods of sitting and/or standing  
• Ability to lift, carry, and or move up to 50 pounds 
• Bending, reaching, kneeling, crawling 

Employment Eligibility 

NCCHR is dedicated to the principles of equal employment opportunity. We prohibit unlawful discrimination against applicants or employees based on age (40 and over), race, sex, color, sexual orientation, religion, national origin, disability, veteran status, genetic information, gender identity, and the statuses protected by Title VII of the Civil Rights Act of 1964.  

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.