Help Desk Technician - IT Support Specialist

- Deliver exceptional customer service and clear communication to all end-users. - Assess and prioritize incoming support tickets, determine the best resolution path, and escalate issues as required. - Troubleshoot and repair hardware when necessary. - Manage user account setups, modifications, and terminations, including onboarding assistance and initial training. - Support other technology infrastructure and remote systems in the field as needed. - Keep detailed documentation of support activities and ticket resolutions. - Collaborate with IT team members to address more complex issues as they arise. - Coordinate with external vendors for basic service requests, orders, and repairs. - Monitor and respond to alerts or reports related to end-user systems to facilitate smooth operations. - Assist in applying OS patches and upgrades, updating administrative tools, and configuring new services under supervision. - Help maintain data center environmental and monitoring equipment. - Assist in the installation and upkeep of servers, including configuring hardware, peripherals, and services according to standards. - Conduct daily system monitoring to verify the integrity and availability of hardware, resources, and key processes, while reviewing logs and confirming completion of backups. - Engage in auditing and maintaining security levels consistent with established policies. - Generate reports from various systems as required. - Travel up to 25% including overnight stays to different locations. - Participate in an on-call rotation to provide 24/7 support. - Manage Help Desk tickets promptly and efficiently. - Perform additional responsibilities as assigned by the Service Desk Manager and VP of Technology.