GM NAMEPLATE, INC
10IS100 - IT Help Desk III (Project Management)
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions.
Diligently promotes the use of the Help Desk system for issue tracking.
Mentors less experienced staff, sharing experience and guidance for operating in a complex IT environment, including desktop software, user telecom infrastructure, and mobile computing devices.
Assists in setting up requirements to identify, prioritize, and find resolution for helpdesk issues and response commitments, validating commitments with business to effectively meet user needs.
Monitors helpdesk operations against established KPI's and escalates help desk tickets to ensure performance objectives are met.
Analyzes support problems to determine trouble trends and to ensure support procedures are being followed.
Executes GM Nameplate IT hardware and software standards.
Acts as an escalation resource to assist in daily operation to resolve challenging issues and meet performance objectives.
Setup and image standard PC's and Laptops. Install software as needed. Join PC's to the Domain and setup most networking, both cabled and WiFi.
Performs setup for new users, including connecting them to the network and creating their initial profiles and setting up basic drive mappings. Handles most user questions and performs the necessary tasks to get a new user up and running on a company computer.
Oversees hardware inventory.
Oversees and assists users with a multitude of PC problems and tasks including, but not limited to, printer settings, desktop settings, logon issues, drive mappings, projector setup, etc.
Performs installation, maintenance and support of systems, operating systems, and applications. Supports a managed and documented platform for standard software. Maintains integration of the systems into GM Nameplate's enterprise computing environment.
Recommends standards for workstation hardware configurations to provide optimal connectivity to the network environment. Ensures adherence to GM Nameplate's standards and End User License Agreements. Creates basic "How To" resolution documentation for end user and Help Desk procedures. Provides root cause analysis of escalated issues to System Administrators.
Performs preventative maintenance, backups, and recovery tasks as required. Maintains effective virus protection protocols. Manages software license activities to assure compliance with vendor agreements, copyright laws, and other regulations.
Coordinates and provides follow-up with desktop vendor communications, procurement, installations, repairs and upgrades to ensure the client's needs are being met.
Other duties as assigned.
Required Education and Experience
High school diploma or GED equivalent.
5+ years' experience in a Help Desk Support role with focus on customer support.
5+ years' experience working in a networked environment, supporting multiple applications, providing escalated client support as well as resolving common hardware, software and training requests.
Required Skills/Abilities:
Strong verbal and written communications skills with a non-technical audience.
Self-motivated, with ability and initiative to accomplish goals independently.
Friendly, positive, and team-oriented personality.
Excellent analytical abilities with the ability to detect issue patterns and propose resolution for frequent issues.
Ability to direct the operation of a function.
Strong problem-solving skills, identifying key facts, exploring alternatives, and proposing quality solutions.
Strong decision-making skills.
Strong attention to detail with a focus on quality at all times.
Ability to plan and organize work activities with a focus on efficiency.
Ability to work under time constraints with shifting priorities.
Must be able to follow directions and work in a team environment.
Ability to effectively use the web as research tool.
Proficient with MS Office software and use of a Windows PC.
Ability and desire to learn new systems and products quickly.
Advanced understanding of networking.
Must be able to subscribe to and reflect GM Nameplate's Values and Measurable Behaviors.
Ability to work overtime or weekends when needed.
Ability to lift a minimum of 25lbs. with or without accommodations.
Physical Requirements
IN AN 8 HOUR WORKDAY, THIS JOB REQUIRES:
R = RARELY (less than 1/2 hour per day)
F = FREQUENTLY (2.5 - 5.5 hours per day)
C = CONTINUALLY (5.5 - 8 hours per day)
NA = NOT APPLICABLE
RFCP = REQUIREMENTS FOR CONSECUTIVE PERFORMANCE
PHYSICAL REQUIREMENTS
R
F
C
NA
Comments
Sitting for long periods
X
Stationary standing for more than 4 hours
X
Walking
X
Crouching/Kneeling/Crawling
X
Stooping, twisting or bending at the waist
X
Climbing
X
Reaching overhead / extension
X
Grasping / Pinching
X
Lifting/carrying/pushing/pulling
X
typical weight:
20 lbs.
maximum weight:
50 lbs.
Other physical demands:
Keyboarding
X
SENSORY REQUIREMENTS
R
F
C
NA
Talking/ hearing in person
X
Talking / hearing on telephone
X
Other sensory requirements
Sighted / Vision Corrected
X
ENVIRONMENTAL SETTING
Comments
Percentage of Time Spent in Travel:
Less than 10%
This document is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.