Help desk engineer job description

: IT Help Desk Engineer
Department : MIT Help Desk
Reports To : IT Service Delivery Manager
Salary grade : DOE
FLSA Statu s: Full Time / Exempt
Location : Houston/ The Woodlands
Description

The IT Help Desk Engineer will assist in the day-to-day tasks and operations of the Managed IT Services Department. This individual will be involved with basic service ticket response, remote support, and project work for clients.
Responsibilities
Service calls for current customer base - server, workstation, switch, router, end-user and other basic troubleshooting, while effectively communicating issues and alternative solutions. Takes initiative to achieve valued-added results and improve upon solutions offered. Assist with Project Work for New or Current Customers - install, modify, and repair computer hardware and software, router/switch networking, installing agents and antivirus, patch and update management. Customer Service - the ability to interface with end-users, listen to concerns/problems and see them through to resolution, while developing / fostering collaborative working relationships with the customer. Time Management - identify / implement solutions to broad, complex, and critical customer enhancement challenges in a fast paced environment; while using a high degree of insight, research, analytical skills, to develop new or enhanced methods and techniques to resolve problem through multiple project deployment daily.


Experience & Required Skills
Provide a timely, polite, efficient service and a positive Company image. Able to prioritize in order to meet goals and deadlines Highly experienced working both alone and as a team member Experience implementing and supporting wide ranging technologies


Education & Certification
Minimum: Associates or Technical Degree or equivalent experience (5+ years or more) Preferred CompTIA A+, Network+, Security+ required to varying degrees CCNA (Cisco) Routing and Switching (recommended)


Physical Requirements
Lifting and / or exerting of force up to 50 pounds occasionally and 10 pounds of
lifting /force frequently


Special Requirements

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.
ExperiencePreferred
5 year(s): IT Help Desk experience
Licenses & CertificationsRequired
Security+ Network+ CompTIA A+
Preferred
Cisco CCNA
BehaviorsPreferred
Team Player: Works well as a member of a group Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
MotivationsPreferred
Growth Opportunities: Inspired to perform well by the chance to take on more responsibility Goal Completion: Inspired to perform well by the completion of tasks Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Join us on the IT team of a fast-growing, technology-driven startup that's making effective skincare accessible to everyone.

We believe IT should provide the same delight and accessibility that we expect from the best consumer technology. As we continue to grow our IT team, we are looking for a help desk engineer to provide IT support to our office staff as well as the rest of our remote teams around the country.
Why this role?

Real IT ownership. Own IT for our offices while bringing joy through IT to the rest of Curology.
Work with a modern, SaaS-first IT stack. We've been cloud-native since launch and passionate about using the best tools for the job.
Work with a cross-functional and passionate team. As a vertically integrated skincare startup, our IT doesn't just serve engineers and designers-it also powers our in-house medical, laboratory and fulfillment operations.

Company Mission

We want to make effective skincare accessible to everyone. Humans want to feel confident in their own skin, but it's not easy to see a dermatologist. Curology is revolutionizing dermatology by making effective skincare accessible to everyone. We're part healthtech startup, part skincare lab - and completely focused on helping hundreds of thousands of people get medical care previously available to only a tiny percentage of the population.
What will you do as a Help Desk Engineer at Curology?Deliver world class IT support to our team members around the nation.Respond to user requests through chat and our IT ticketing system within our defined IT SLAs.Ensure the reliability of all day-to-day technology (Zoom Rooms, printers, phones, etc.) Provide assistance on global Curology projects as needed.Support technology in our lab and fulfillment centers.Help maintain a growing library of IT documentation and support articles.Maintain IT inventory to ensure we always have the equipment in stock that we need.Assist with future office expansions and moves to ensure IT is standardized across all locations.Participate in an on-call rotation for after-hours requests.
You might be a good fit if...You're an engaged, thoughtful teammate who takes ownership over results and embodies a service mindset.You have supported users working in a cloud-forward organization. Familiarity with services like Google Workspace, Zoom, and Slack are required. Jamf and Okta preferred.You have deep Mac experience (at least 3+ years)-we are (almost) 100% Mac!You have some Windows experience in an enterprise environment.You proactively seek out solutions to problems and work with appropriate stakeholders to drive resolution.You have a passion for learning and technology-and improving yourself and the team around you.You don't mind getting your hands dirty-sometimes cables under tables get unplugged or you may need to Marie Kondo an IT closet-ability to lift 50lbs and climb ladders required.
#LI-MK1

Curology encourages applications from people of all races, religions, national origins, genders, sexual orientations, gender identities, gender expressions and ages, as well as veterans and individuals with disabilities. Notice to Applicants under the CCPA.

We are a tech-based company, one of the fastest-growing private enterprises in the Tri-state. Divisions Maintenance Group is a Top Workplace, Inc. 5,000 member, rising quickly on the Fast 55 and Top Privately Held Companies lists. We are a national leader in Facilities Maintenance, handling thousands of properties across the country from one, centralized location in Newport, KY.

Great Company Culture! We know how to have fun; still, our work culture is based on professionalism. We get work done on a reasonable schedule, not expecting extended work hours. We do expect a passion for the quality of the product.

We are hiring a Third Shift Help Desk Specialist on a full-time basis Monday through Friday onsite from 8 pm to 5 am. This role provides frontline customer support, with minimal supervision, in a Help Desk environment to assist Home Office and Field employees in the use of computer hardware, software, network, phone, and cell phone services through verbal and electronic communications. Maintains, analyzes, troubleshoots and repairs computer systems, hardware, and computer peripherals. Primary focus is to document the service need, attempt to rectify issue at the help desk and if not able to ensure that it is assigned and distributed daily to all resources in the Information Technology (IT) department and to communicate response time to the caller. This is an entry level role within our company. This person will be expected to work out of our office in Newport, KY.
Responsibilities

+ Provides triage and subsequent resolution of all Help Desk tickets generated within a timely manner in support of all Divisions employees. Answers Help Desk telephone calls, reacts to Help Desk e-mail messages and logs incidents into ticketing system. Monitors, tracks and follows-up on all Help Desk tickets while working with other IT staff to ensure timely responses and resolutions to tickets without direct supervision.

+ Demonstrates strong analytical and problem-solving skills to diagnose hardware, software, telecommunication problems and find the fastest way of resolving the problems. Uses customer service skills to ascertain the problems by asking relevant questions. Performs problem determination and resolution. Documents issues and resolutions in ticketing system for all incidents.

+ Establishes priorities and refers unresolved issues to appropriate IT staff or third-party hardware service provider. Manages communications with end users for assigned tickets throughout the resolution processes.

+ Identifies and tracks frequent problems, trends and patterns requiring Help Desk assistance and work with IT staff to discover core causes so to eliminate any similar issues from reoccurring.

+ Performs setup, configuration and deploy personal computers (desktops, workstations and laptops)

+ Performs installation of computer peripherals such as monitors, keyboards, printers, LCDs, and phones.

+ Performs installs, moves, adds and changes in the areas of IT equipment such as PCs and printers.

+ Identifies, documents and resolves hardware, software end user problems via telephone, desk side and virtual support.

+ Establishes effective working relationships with employees throughout the Company so that staff has confidence in the expertise, reliability and follow-through of the Help Desk and IT staff.

+ Leads the identification of employee technology and training needs based on tracking of staff requests. Creates documentation of routine processes to facilitate an end-user accessible knowledge base.

+ Serves as primary liaison between IT staff and end-users regarding status of problems. Provide technology training and support by generating weekly problem reports based on type and frequency of calls.

+ Provides support for audio-visual equipment and video conference equipment as needed.

+ Contributes to and participates in tasks of the IT department as assigned. Participates in projects relating to technology.

+ Manages effectively through instances of employee frustration to constructive resolution of problems.

+ Increases staff efficiency and systems utilization as a result of assisting employees to overcome technology-based obstacles as documented in the ticketing system.

Qualifications

+ Experience configuring, deploying and troubleshooting personal desktops and notebook computers, enterprise-based telephony systems, personal productivity devices, network-based appliances and business applications.

+ Knowledge of and comfort using Citrix, Microsoft Windows & iOS operating systems and their accompanying remote access tools.

+ Microsoft Office 2007 & 2010 application support to include Outlook, Word, Excel, PowerPoint, Access and SharePoint and CRM.

+ Knowledge of anti-virus applications. Possesses understanding of how to remove viruses/malware while protecting the integrity of end users.

+ Strong customer service orientation and high level of enthusiasm.

+ Keen problem solving and problem identification ability.

+ Attention to detail, ability to follow written and verbal instructions without error.

+ Capacity to set priorities, organize time and identify resources for projects.

+ Self-motivated with ability to work independently and in a team environment.

+ Ability to build and maintain strong relationships. Confident and able to quickly establish credibility.

+ Strong verbal and written communication skills. Ability to clearly explain in layman's language