Position Overview:
EspriGas seeks Help Desk Support to join our dynamic team. This is a contract-to-hire position for a duration of six months.
Job Summary:
The Help Desk Support role provides technical assistance and support to end-users regarding computer systems, hardware, software, and network-related issues. This role ensures the timely resolution of problems to minimize downtime and maximize user productivity. Additionally, the Help Desk Support personnel will contribute to the overall efficiency and effectiveness of the IT department by documenting and improving support processes.
Key Responsibilities and Essential Job Functions:
1. Provide first-line technical support to end-users via phone, email, chat, or in-person, ensuring high customer satisfaction.
2. Diagnose and resolve hardware, software, and network issues by troubleshooting and analyzing system errors or malfunctions.
3. Escalate complex technical issues to appropriate teams or specialists, ensuring timely resolution.
4. Install, configure, and upgrade computer hardware, software, and peripheral devices.
5. Assist in maintaining and administrating user accounts, permissions, and access rights.
6. Create and maintain accurate documentation of technical procedures, troubleshooting steps, and solutions.
7. Collaborate with other IT team members to identify recurring issues, develop solutions, and implement preventive measures.
8. Stay current with IT support trends and technologies, identifying process improvement opportunities.
9. Provide basic training and guidance to end-users on properly using hardware, software, and systems.
10. Adhere to established service level agreements (SLAs) and prioritize support requests based on their impact and urgency.
11. Monitor and respond to IT support tickets, ensuring timely updates and resolution.
12. Maintain an inventory of hardware, software licenses, and equipment, and assist with procurement processes when necessary.
Skills and Qualifications:
1. Bachelor’s degree in information technology, Computer Science, or a related field or equivalent work experience.
2. General foundation providing technical support to end-users in a help desk or similar environment.
3. Strong knowledge of computer hardware, software, operating systems, and network concepts.
4. Excellent problem-solving and analytical skills with the ability to diagnose and troubleshoot technical issues.
5. Strong communication and interpersonal skills with a customer-oriented approach.
6. Ability to work independently and collaboratively within a team.
7. Time management skills and ability to prioritize tasks effectively.
8. Attention to detail and commitment to maintaining accurate documentation.
Other Duties:
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job and may change at any time, with or without notice.
Notes:
At EspriGas, diversity is a fundamental strength that drives innovation and success. We are committed to creating an inclusive and welcoming workplace where individuals from all backgrounds can contribute their unique perspectives and talents. We value diversity in race, ethnicity, gender, age, sexual orientation, disability, religion, and national origin. By embracing diversity, we aim to foster an environment that encourages collaboration, creativity, and respect. We actively seek to attract, develop, and retain a diverse workforce because it is the right thing to do and leads to better business outcomes. Join us in our journey to build a diverse and inclusive workplace where everyone can thrive and make a meaningful impact.
EspriGas will make reasonable modifications to policies and procedures to ensure that people with disabilities have an equal opportunity to enjoy programs, services, and activities.
At EspriGas, we understand that our people are our greatest asset. We offer a flexible work environment, competitive health and wellness plans, and an environment that fosters continuous growth and learning.