Under the direction of the IT Manager, Senior Helpdesk Support is responsible for acting as a resource to provide the end user with information and support related to National Recoveries, Inc.’s (National’s) products and services. The Senior Helpdesk Support position will be an escalation point for the Help Desk support staff. This position will train and mentor the Help Desk Support staff.
ESSENTIAL DUTIES/ RESPONSBILITIES
Assist end users for using application software
Provide desktop and end user support
Provide technical assistance for relocations and moves
Install approved equipment and software
Provide basic networking support
Execute basic procedural tasks (i.e. account creation) and solve the most routine problems
Be the escalation point for Help Desk Support staff
Train and mentor Help Desk Support staff
Escalate technology issues to the IT Manager when unable to troubleshoot and reach a solution
Create and maintain images for National’s desktop computers and thin clients
Maintain and create SharePoint lists
Create, update, and track service ticket requests
Install and maintain computer peripherals
Build and deploy desktop images
Build and deploy thin client images
Create ID badges and manage the physical access system
Patch management for end user software
Provide printer and fax support
Support National’s SharePoint sites
Assist with audit tasks as assigned by the IT Manager
Create and maintain documentation for supported hardware and software
Demonstrate the ability to interact and cooperate with all company employees and customers
Build trust, value others, communicate effectively, drive execution, foster innovation, focus on the customer, collaborate with others, solve problems creatively, and demonstrate high integrity
Maintain professional relationships that meet company core values
Proactively establish and maintain effective working team relationships with all support departments
MARGINAL DUTIES
None
REQUIRED SKILLS/ ABILITIES
Customer service
Knowledge retention
Detail oriented
Multi-tasking/organization
Friendly/positive attitude
Accurate
Calm under pressure
Clear and effective communication
Attentive listening
Adaptable
Maintain focus
Professionalism
Lead by example
Maintain effective working relationships with others
Ability to use a computer, calculator, and telephone
WORK ENVIRONMENT/CONDITIONS
When applicable and appropriate, consideration will be given to reasonable accommodations.
Normal everyday hazards or discomforts typical of offices, meeting, and training rooms
Comfortable levels of temperature, ventilation, lighting, and sound with exposure to deviations from pleasant environmental conditions is only occasional
Always work indoors
Often exposed to sound and noise levels that are distracting within normal, everyday office setting
Work near other people, but usually have a few feet of space separating via work cubicle
The likelihood of injury is remote
SUPERVISORY RESPONSIBILITIES
None
TRAVEL
Travel between office locations may be required
MINIMUM REQUIREMENTS
Must be able to pass a Federal investigative background check
No conviction, in the last five (5) years, of fraud or felony
No convictions of any misdemeanor or gross misdemeanor involving identity theft or any other financial crime
No defaulted Federal student loans
No license to practice law that has been revoked or involuntarily suspended at any time
Civil Judgement for failure to account to a client or customer for money or property; simply having a civil judgement does not disqualify for employment
Must be a United States born citizen; cannot be a Foreign National
Working knowledge of Windows Server 2008/2012
Working Knowledge of MS Exchange, Active Directory, and Group Policy
Working knowledge of SharePoint 2016
Expertise with windows desktop operating systems
Availability to be on-call during non-business hours in case of an outage
PREFERRED EXPERIENCE REQUIREMENTS
Experience with Term Server Environment, NIST 800-53, HP ProLiant Servers, HP layer three POE switches, firewalls, VMWare, etc.
Familiar with Windows Server 2008 R2, 2012 R2, 2016, Windows 7, 10, SharePoint
Knowledge of Microsoft Office Products, ex. Office 2013, Office 365
Previous call center environment experience
Previous customer service experience
Stable work history
Experience working within a ticketing system
Experience diagnosing and resolving basic technical issues
MINIMUM EDUCATION REQUIREMENTS
High school diploma or GED
PREFERRED EDUCATION REQUIREMENTS
College degree in a computer science discipline
REQUIRED COMPETENCIES
Organizational Awareness
Strategic Thinking
Decision Making
Planning and Organization
Teamwork
Accountability
Integrity
Results Oriented
Change Management
Leadership
Conflict Resolution
Supervising Others
Manage Performance
Coaching
Customer Relationship Management
Problem Solving
Stress Management
Motivating Others
Team Building
Continuous Learning
Integrity
Results Orientated
Self-Confident
Personal Credibility
Flexible
PHYSICAL REQUIREMENTS
Must be able to remain in a stationary position for extended periods of time; primarily sitting
Ability to occasionally move about the office to access office machinery, offices, restrooms, breakrooms, etc.
Ability to primarily work with fingers rather than with the whole hand or arm; typing, etc.; repetitive motions of the wrists, hands, and/or fingers
Must be able to exchange ideas by means of the spoken word; where detailed or important spoken instructions must be conveyed to others accurately, loudly, and or quickly.
Constantly perceive the nature of sounds at normal speaking levels with or without corrections, and have the ability to receive detailed information through oral communications
Constant close visual acuity to perform activities such as viewing a computer terminal, reading, and analyzing data
Exert up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects, including own human body
REVIEWED BY: SARAH MCCARTY
TITLE: DIRECTOR OF HUMAN RESOURCES
DATE APPROVED 10/26/2020
DATE REVIEWED 10/26/2020
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
National Recoveries Inc. is a government contractor and shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
In addition, the physical demands described within this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
If you are interested in applying for employment with National and need special assistance or an accommodation to apply for a posted position, contact our Human Resources Department via phone at 763-390-1680.
National is a drug – free workplace.
Education
Required
High School or better in Diploma or GED
Preferred
Associates or better in Computer Science
Skills
Preferred
Computer Knowledge
Customer Service
Flexibility
Leadership Skills
Motivation
Organizational Awareness
Teamwork Skills
Behaviors
Preferred
Team Player: Works well as a member of a group
Leader: Inspires teammates to follow them
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
