IT- Support Desk Specialist
Hillyard Inc.

IT Support Desk Specialist

Hillyard, Inc. is currently taking applications for IT Support Desk Specialist for our IT team in St. Joseph.

The IT Support Desk Specialist role provides technical support to employees related to hardware, software, and connectivity. This includes receiving, prioritizing, documenting and actively resolving incidents and problems faced by the end-users of PCs, laptops, and other devices. Problem resolution may involve the use of diagnostic tools as well as remote connected or in-person help.

Essential Functions And Responsibilities:

• Actively monitor, assess, categorize, and respond to IT issues.
• Document and keep users informed about their issues and update the case with current information.
• Utilize technical documentation, software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Create appropriate documentation of support topics as well as support team processes and procedures to build internal knowledge base.
• Develop help sheets, frequently asked question lists, step-by-step guides for end users to resolve technical issues with a focus on self-reliance.
• Working with employees, service providers, and other stakeholders to service and replace IT-related equipment.
• Perform post-resolution follow-ups to help requests as needed.
• Onboarding/offboarding employees and provide basic application access and support.
• Purchasing of new devices based on lifecycle planning as well as new employees or emergency needs.
• Perform limited system testing scenarios as required.
• Work with various teams within the IT department on operational activities to ensure system health and performance.

Qualifications Include:

• Experience working IT helpdesk, support team or similar function.
• Experience with supporting user and device management including VOIP, Active Directory, Microsoft Entra ID, Microsoft Intune, various license assignments.
• Experience troubleshooting and supporting printers, Windows, Apple, and Android devices.
• Understanding of basic network setup and ability to troubleshoot.
• Strong knowledge of Microsoft O365 apps.
• Exceptional customer service orientation.
• Tackle problems in technical systems with skill and accuracy.
• Ability to effectively prioritize and execute tasks with keen attention to detail and time management skills.
• Ability to communicate clearly & concisely in a variety of situations.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Experience working in a team-oriented, collaborative environment.
• An openness to learning new technologies.

Hillyard, an incredible family-owned enterprise with a rich history dating back to its inception in 1907, invites you to join our dynamic journey! Our relentless dedication to fostering clean, safe, and healthy environments has propelled us to expand our footprint in your area.

What's in it for You:

• Monday-Friday day shift schedule
• Competitive salary and bonus program
• Paid holidays
• Paid time off programs
• Industry leading 401(K) and profit-sharing program
• Excellent medical, vision, dental

Getting Started

At Hillyard, we treasure our Team Members as the cornerstone of our success, and our commitment to their growth is unwavering. If you're eager to embark on a fulfilling career with a thriving, stable company, don't hesitate - seize this opportunity and apply today! Your journey to greatness begins here!

Click here to view a full position description

Hillyard is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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