IT Help Desk Technical Specialist

Principal Duties & Responsibilities

Principal Duties & Responsibilities

• Efficiently manage and resolve Help Desk tickets in a timely manner.

• Provide responsive support to customers via phone, email, and in-person interactions.

• Maintain, update, and troubleshoot PC software and operating systems.

• Install and configure desktops, laptops, printers, mobile, and telephone/video equipment in accordance with company standards.

• Assist end users with iOS device compliance and related technical needs.

• Support the development, implementation, and adherence to Help Desk processes, procedures, and service standards.

• Ensure compliance with company-wide leasing procedures, including system imaging, deployment, and decommissioning activities.

• Create and maintain documentation for procedures and processes associated with assigned responsibilities.

• Maintain accurate inventory records of IT hardware and software assets.

• Perform additional duties and responsibilities as assigned by IT Management.

• Build productive working relationships with HEW’s business and manufacturing teams.

• Monitor and support systems, processes, and applications to ensure stability, integrity and reliability.

These responsibilities reflect a combination of technical support, process compliance, documentation, excellence, asset management, and effective cross-functional collaboration.