Full-Time IT Helpdesk Specialist

Purpose: The IT/Helpdesk Specialist is responsible for providing technical support to staff and ensuring the continuity of IT services. This role is responsible for the setup, maintenance, and operations of hardware, software, and systems deployed within the organization. The role reports to the IT Manager, providing Tier I support to employees on issues, implementing strategic IT projects and initiatives, and providing user training.

Essential Duties & Responsibilities:

• Responsible for setup and maintenance of company hardware and accessories (laptops, monitors, docks, printers, etc.)
• Responsible for employee onboarding and offboarding processes and procedures, including training.
• Responsible for administration and evolution of Office 365 implementation (Email, One Drive, SharePoint, and other services), Communication Systems (VOIP, Fax, Messaging) and other company software as well as office LAN/WAN.
• Provide Tier I support to employees for hardware and software issues and maintain the resolution time metrics within the helpdesk ticketing pipeline.
• Monitor systems for operational issues and address issues in a timely manner.
• Support the IT Manager in setting up organizational IT policies and procedures.
• Support the IT Manager in managing vendor relationships and support SLAs for issues related to vendor provided services.
• Collaborate with other members of the Systems and IT team in the rollout of new initiatives.
• Conduct periodic training sessions for users for MS Office, One Drive, SharePoint, Zoom, Adobe, and other software applications.
• May be required to perform other duties as assigned

Knowledge, Skills & Abilities:

• Microsoft Windows desktop, and MacOS administration
• Experience administering O365, Exchange, Azure Active Directory, and SharePoint environment.
• Experience with local area networks and WIFI maintenance and troubleshooting preferred.
• Prior experience supporting applications: HubSpot, RingCentral, TeamViewer, Sentinel One, Zoom, and Adobe are preferred.
• Exemplary interpersonal skills and able to communicate effectively (verbally and in writing) with diverse backgrounds and at various levels in the organization.
• Can function at a high-level with little operational oversight

Education & Experience:

• High School Diploma or GED, required
• 2 to 5 years experience providing Helpdesk support, required
• Associate's degree or greater, preferably in a Computer Science or related discipline, preferred
• Information Technology certifications, preferred

Work Environment & Physical Demands

• Employee works from home and is expected to maintain a safe, productive work environment with secure internet access.
• Must be able to operate a computer with or without reasonable accommodation.

Travel

• Travel is required to Princeton, NJ or another location within the US for meetings approximately 2x / year

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