IT Helpdesk Rep

The System Support Specialist role is to improve the productivity of GreyStone employees by providing a single point of contact for problem resolution and information. This is accomplished through diagnosis, identification and resolution of problems with hardware, third-party and proprietary software, LANs, and servers in a timely and professional manner via telephone and email communication, and hands-on support.

• Provides guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
• Serves as the first point of contact for users seeking technical assistance.
• Services as the first point of contact on all cybersecurity related alerts.
• Participant in telephone support; providing support to users via remote assistance tools.
• Document problems and solutions in help desk tracking system. 
• Inform management of potential problems and identifies problem trends.
• Install, modify, and make minor repairs to computer hardware and software systems.
• Install hardware and peripheral components, such as monitors, keyboards, printers, disk drives, etc.
• Responsible for the installation, configuration, maintenance and upgrade of computer hardware and software.
• Provide support for audio-visual systems including repair and/or replacement of projectors, etc.
• Video conference administration and support.
• Maintain and support enterprise applications to include On-Premises & SaaS based applications.
• Assist in implementing and troubleshooting desktops in an enterprise environment.
• Other duties and special projects as assigned.

• Associate’s or Technical degree required; bachelor’s degree preferred.

• Microsoft Certification credentials or similar a plus.

• Strong analytical skills, good judgment, proven problem-solving abilities.

• Prior helpdesk experience preferred

• Must have a good understanding of, and experience using Microsoft O365

• Network +, Security +, and/or Microsoft365 fundamentals certifications are a plus[WD1] 

• Knowledge and experience with current and two (2) most recent versions of Microsoft Server/Desktop Operating Systems.

• Solid organizational skills.

• Good written and oral communication.

• Customer Service & Interpersonal Skills are essential

• Focused on the success of the Team.

• Must satisfactorily pass the EMC’s pre-employment physical, required drug screens, and criminal background check.

• General office environment.

• Requires sitting at desk using a computer most of the day.

• Occasionally required to move machines, printed paper, and printed material. 

• Required to provide on-call support.

• Must be able to report to work in disaster situations