IT Help Desk Specialist

Phillips Edison & Company - Cincinnati, OH

Full-time - Entry Level

Cincinnati, OH

Real Estate

About the position

The IT Help Desk Specialist serves as the first point of contact for all technical incidents and requests, ensuring a positive customer experience while supporting end-users. This role involves troubleshooting hardware and software issues, providing deskside and remote support, and maintaining accurate inventory of IT assets. The specialist also collaborates with third-party vendors and contributes to knowledgebase documentation, enhancing the overall efficiency of the IT support team.

Responsibilities

• Answer phones, instant messages, emails, and in-person requests, gathering detailed information for tickets requiring escalation or additional support.
• Provide deskside and remote support to business partners, troubleshooting and resolving hardware and application incidents, network, and account issues.
• Configure, install, service, and repair business computers and software for new hires and hardware replacements.
• Support and replace hardware peripherals such as monitors, mice, keyboards, phones, and headsets.
• Maintain accurate inventory of all hardware through scanning/cataloging and software discovery tools.
• Identify problematic trends in applications and hardware, reporting problems to the Technical Support Manager.
• Maintain and create knowledgebase documentation for end-users and IT Associates, coaching and training less-experienced technicians.
• Research nonstandard software and hardware requests, making appropriate recommendations.
• Deploy software updates to the desktop as approved, maintaining consistent software versions across the environment.
• Collaborate with 3rd party vendors to communicate knowledge of system and network compatibilities and resolve complex incidents.

Requirements

• Bachelor's or associate degree or equivalent experience preferred.
• Experience with installing, configuring, administering, and troubleshooting a wide range of desktop hardware and software (Windows 10/11, Office 365, Web Browsers) required.
• Experience with troubleshooting printers, scanners, Bluetooth keyboards and mice, monitors, and other peripherals required.
• 2 years of customer service experience preferred.
• ITIL, A+, Network+ or Security+ Certifications preferred.
• Familiarity with remote connection tools such as TeamViewer and remote software deployment tools such as Microsoft Endpoint Manager (Intune) preferred.
• Familiarity with Active Directory Users and Computers preferred.
• Knowledge of networking concepts including TCP/IP, OSI model, routing and switching, and networking hardware including switches and wireless access points preferred.

Nice-to-haves

• Ability to recognize emotions in others to improve end-user mood and support them through challenging technical situations.
• Ability to use problem-solving skills to drive end-user satisfaction by identifying problems and finding solutions.
• Ability to convey messages clearly to end-users, ensuring they feel heard and understood.

Benefits

• Competitive salary
• Health insurance
• 401k plan with matching contributions
• Paid time off
• Professional development opportunities