Help Desk Support (Remote)

Position Summary:

Provides support services to users of the organization’s computer systems and network, desktop/laptop and/or server hardware, configuration, and troubleshooting. Act as a first level problem identification and resolution resource, including answering questions, providing advice, investigating, troubleshooting, and following-up to assist users in solving data processing problems. 

Essential Job Duties and Responsibilities:

• Identifies, diagnoses, and resolves problems for users of personal computers (Desktops, Laptops, Tablets, and Smart Phones) software and hardware.
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop, Laptop, Tablet, Smart Phone hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems.
• Hardware provisioning, imaging, troubleshooting, and software installation for laptops, desktops, and mobile devices (IOS/Android).
• Coordinate user problem resolution with outsourced IT consultants as necessary and track and report recurring problems.
• Supports and assists employees in the installation, troubleshooting, and maintenance of computer software and hardware systems.
• TCP/IP networking support and troubleshooting of end user and remote user environment with LAN and WAN.
• Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office 365, Microsoft D365, SharePoint, etc.). 
• May suggest modifications and corrections to existing software applications. 
• May provide training in use of new hardware or software.
• Develop and maintain catalog of hardware and software equipment and licensing.
• Perform all other tasks as assigned or requested. 

Minimum Qualifications (Experience, Skills, and Education):

• Associates degree or equivalent in information technology.
• Minimum three (3) years proven experience as Help Desk Support or comparable field in an environment which supported multiple locations, across multiple time zones, remotely or on site.
• Proficiency in Microsoft 365, Microsoft Windows 10, Microsoft Office, printers, scanners, and mobile devices.
• Excellent interpersonal and project management skills.
• Ability to communicate technical information to both technical and non-technical personnel.
• Ability to create and write clear, complete documentation of systems and procedures.
• Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy. 
• Self-motivated and able to work independently.

Physical Requirements and Working Conditions:

This is a remote-based position that may work from a regional office as business necessitates. The Help Desk Support may work varying hours across several time zones. Will primarily use a computer, keyboard and mouse, and other hardware and software necessary for the successful completion of tasks. May work for long durations in a seated position. Frequently use internet, telephone, Teams, email, or other software for communicating and collaborating with one or multiple people or projects simultaneously.

Additional Requirements:

Must be able to work in a high functioning team environment. Display the highest levels of honesty, integrity, and professionalism. Take pride in your work and in the company. Communicate openly and strive for peak performance in daily tasks. Know and deliver the quality service MEI’s customers have come to expect.

Disclaimer: This job description is intended to summarize the type and level of work performed by the Help Desk Support and is not an exhaustive list of all duties, responsibilities, and/or requirements. MEI reserves the right to change or modify this job description or the essential duties of the job, as necessary.

MEI is an Equal Opportunity, M/F/Disabled/Vet Preferred Employer.