Help Desk Specialist I - Point Broadband

Help Desk Specialist I - Onsite
Opelika, AL

Summary:

This position will provide desktop support for all PBB employees and onsite support in the Opelika market and Corporate Office. They will be responsible for password changes/resets, new employee setup, application support, peripheral support and guidance and new device imaging.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Provides end-users with technical support and resolves technical issues via Email, phone, remote console, onsite, and ticketing system, including installation, moves, troubleshooting, and upgrading physical hardware.  This also includes printer and fax installations and moves as necessary.
• Provides ongoing support for employee-owned and company approved personal mobile devices. This includes provisioning Exchange ActiveSync email to phone.
• Creates and provides appropriate access for employees’ Windows Active Directory user account and associated mailbox.
• Ensures employees have connectivity to business-critical applications.
• Installs and Supports Commercial Off-the-Shelf end user applications, as well as other internal homegrown applications.
• Installs OS and other application updates and patches.
• Verifies and troubleshoots PC/Network cabling.
• Rebuilds, maintains, and re-deploys PCs and Laptops to end-users.
• Creates and maintains user phone extensions and voice mail boxes.
• Provides education and assistance to equip end users with the skills related to the use of Email, Voice Mail, Phones, etc.
• Ensures all PCs are covered via up-to-date virus protection.
• Creates and maintains documentation as appropriate on processes and procedures, administrative duties, security profiles, PC and Server inventories and statuses.
• Provides night and weekend coverage as needed for maintenance and on-call schedules.
• All other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong customer service skills are required.
• Must be capable of working in a self-directed fashion when necessary and able to set priorities within a given workload to meet project timelines.
• Strong organizational skills are required, with demonstrated ability to effectively handle multiple priorities and tasks.
• Excellent interpersonal skills are required to establish effective working relationships.
• Must possess strong communication skills (both verbal and written.
• Must be able to effectively communicate with all levels of employees, sometimes conveying technical information to non-technical employees.
• Must have strong mathematical skills, with demonstrated ability to apply concepts of basic algebra and geometry.

Education/Experience:

• A two-year degree in IT, computer science, or a business-related field preferred
• 2-3 years relevant experience (with some experience preferably in a call center environment); or an equivalent combination of both education and experience
• Certifications in the following are strongly preferred:  MCSA, MSCE, MCP
• Understanding of basic Networking, including Routers, Switches, and Firewalls, Active Directory, and User Profile Security
• Server and Network Administration knowledge/experience a plus
• Must be able to perform basic mathematical functions/calculations.   
• Must possess excellent hardware and software troubleshooting skills, proven through previous work experience.

Computer Skills:

• Must have a solid understanding of PCs and PC related hardware, LAN/WAN and Internet connectivity.
• Must possess strong knowledge of the following operating systems and other applications: Windows 2010, 2013, Office365 and Windows servers.
• Must have demonstrated understanding of servers, desktops and laptops in a multi-site Windows Active Directory environment and Exchange 2010, or 2013.
• Experience receiving work from a ticketing system.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to perform computer functions and operate routine office equipment.
• Must be able to perform moderate mobility throughout PBB offices. 
• Must be able to sit for extended periods of time.
• Must be able to travel for business purposes on an occasional basis.
• Must be able to physically move and set up various computer equipment as required (50 lbs or more)   
• Must be flexible to adjust schedule to cover various shifts. 
• Regularly required to talk and hear.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*