Help Desk Support

SummaryBuild, set up, and install computer hardware according to Mesa Air policies, procedures, and standardsAnswer requests from system users; provide information and 1st level troubleshooting; escalate problems as appropriate, and maintain accurate help desk recordsTrain personnel in the proper and secure use of Mesa Air information systemsCreate accounts for users in applications, directories, networks, etc. as necessary to enable them to perform their job functionCreate and maintain listings of all computer assets, as required by Mesa Air policy.Create and manage telephone user accountsExecute system maintenance programs, scripts, and reports according to the operations scheduleResponsibilities

Assist in building, installing, and repairing desktop workstations according to company policies, standards, and specificationsInstall, modify, and repair computer softwareMaintain accurate inventory records in asset tracking systemObserve operation of computer hardware to identify malfunction(s)Perform tests to identify root cause of malfunction(s)Maintain accurate documentation through help desk softwareCommunicate with users about work completion and resultsAct as a front-line interface to usersProvide information, materials, and/or live training to end users of Mesa Air core applications and technologiesCreate/Maintain/Delete User identifications and profiles for Company used systems as directed by the owner of the informationKeep record of all hardware, softwareAdd or change telephone user accountsEvaluate and/or recommend purchases, requesting and submitting quotes and requisitioning computer hardware and softwareAs instructed by the Network Administrator, execute application and system maintenance routines according to the defined schedulesReporting

This position reports to the Director of ITQualifications

Skills

Ability to follow company procedure accurately and completelyAbility to accurately complete purchasing paperwork and keep good recordsAbility to perform basic computer hardware installations, per the standards set for hardware configurationAbility to follow vendor issued instructions for set up of additional software needsAbility to observe computer hardware in action and/or perform tests to determine problemsAbility to correctly separate symptoms from root cause and design effective repairGood inter-personal communication skills, both written and oralAbility to produce training materials complete with detailed explanations, tips and techniques, screen shots, etc.Ability to manage a regular flow of small tasks quickly and efficientlyAbility to keep accurate records of transactionsAbility to examine events and determine the necessary remediation to get/keep systems online and secureAbility to work in a team environment with minimal supervisionDetail oriented and able to keep accurate records of company computer assetsKnowledge

Knowledge of the architecture of Windows desktop computersKnowledge of Windows Active Directory and other Windows security solutionsKnowledge of the printers, desktops, laptops, mobile devices, and other common hardwareKnowledge of standard hardware configurationsKnowledge of Microsoft Office SuiteUnderstanding of standard security policies and proceduresKnowledge of standard corporate purchasing policies and proceduresExperiences

Two-year degree in a computer-related fieldExperience dealing with hardware equipment and service vendors.Experience troubleshooting the operation of desktop computers and peripherals and documenting the problems.Previous experience in customer supportExperience with the Help Desk Software and Support in a 24/7 computing environment requiring 100% uptimeExperience in a purchasing, receiving, or inventory position related to ITExperience in a computer operations department