IT Help Desk Support

Job Description

Brundage Bone Concrete Pumping is the largest concrete pumping company in North America. In our 40 years of service, we have pumped more concrete than any other company and our management team has over 250 combined years of experience in concrete pumping. We are the leading experts in our field and a subsidiary of Concrete Pump Holdings.

Description: IT Help Desk Support

Position Overview:

As an IT Help Desk Support professional, you will play a crucial role in providing technical assistance and support to end-users within the organization. Your primary responsibility will be to address and resolve various IT-related issues, ranging from hardware and software problems to network and connectivity concerns. You will be the first point of contact for users seeking technical help, and your ability to diagnose and resolve problems promptly will be essential in maintaining a smooth and efficient IT environment.

Key Responsibilities:

Respond to incoming support requests from end-users via phone, email, or ticketing system promptly and professionally.

Troubleshoot and diagnose hardware and software issues, including desktops, laptops, printers, and peripherals and cellular devices.

Provide guidance on software applications, operating systems, and standard office productivity tools.

Resolve basic network connectivity issues and assist users in accessing shared resources.

Issue Escalation and Resolution:

Attempt first-level problem resolution; if unable to resolve, escalate issues to higher-level IT support teams or specialists.

Follow up with users to ensure problem resolution and provide additional support if needed.

Maintain a comprehensive knowledge base of common issues and their resolutions for quick reference.

Account Management:

Assist with user account creation, modification, and access control, ensuring adherence to security policies.

Reset passwords and unlock accounts as needed, verifying user identities to maintain data security.

Software and System Updates:

Assist with software installations, updates, and patches for end-user devices.

Ensure that systems are up to date with the latest security and software updates.

Documentation and Reporting:

Document all support activities, including issue details, resolution steps, and communication with end-users.

Generate regular reports on help desk activities, such as ticket volume, response times, and issue trends.

User Training and Communication:

Conduct basic training sessions to educate end-users on IT best practices, common issues, and self-help resources.

Communicate IT announcements and updates to end-users in a clear and concise manner.

Qualifications and Skills:

High school diploma or equivalent (some positions may require an associate’s or bachelor’s degree in a relevant field).

Proven experience in providing technical support or customer service, preferably in an IT help desk environment.

Strong knowledge of computer hardware, software applications, cellular devices, operating systems (Windows, macOS, Linux), and office productivity tools.

Familiarity with network connectivity troubleshooting, including TCP/IP, DNS, DHCP.

Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

Strong problem-solving and critical-thinking abilities to diagnose and resolve technical issues efficiently.

Ability to handle multiple tasks simultaneously and work under pressure in a fast-paced environment.

Patience, empathy, and a customer-centric approach to providing IT support.

As an IT Help Desk Support professional, you will be the face of the IT department for end-users, and your ability to deliver exceptional customer service while resolving technical issues will be crucial in ensuring the smooth functioning of the organization’s IT infrastructure. Your dedication to resolving problems promptly and efficiently will contribute to a positive user experience and overall productivity.