IT Helpdesk Specialist

Summary

Join Lingraphica, a mission-driven organization, as an IT/Helpdesk Specialist! You will provide technical support to staff, ensuring the continuity of IT services. Responsibilities include hardware and software setup and maintenance, employee onboarding/offboarding, Office 365 administration, and Tier I support. You will also monitor systems, support IT policy development, manage vendor relationships, collaborate on new initiatives, and conduct user training. This is a hybrid position requiring regular commutes to the Princeton, NJ office. The role reports to the IT Manager.

Requirements

• Have Microsoft Windows desktop, and MacOS administration skills
• Have experience administering O365, Exchange, Azure Active Directory, and SharePoint environment
• Have exemplary interpersonal skills and be able to communicate effectively (verbally and in writing) with diverse backgrounds and at various levels in the organization
• Be able to function at a high-level with little operational oversight
• Have a High School Diploma or GED
• Have 2 to 5 years experience providing Helpdesk support

Responsibilities

• Be responsible for setup and maintenance of company hardware and accessories (laptops, monitors, docks, printers, etc.)
• Be responsible for employee onboarding and offboarding processes and procedures, including training
• Be responsible for administration and evolution of Office 365 implementation (Email, One Drive, SharePoint, and other services), Communication Systems (VOIP, Fax, Messaging) and other company software as well as office LAN/WAN
• Provide Tier I support to employees for hardware and software issues and maintain the resolution time metrics within the helpdesk ticketing pipeline
• Monitor systems for operational issues and address issues in a timely manner
• Support the IT Manager in setting up organizational IT policies and procedures
• Support the IT Manager in managing vendor relationships and support SLAs for issues related to vendor provided services
• Collaborate with other members of the Systems and IT team in the rollout of new initiatives
• Conduct periodic training sessions for users for MS Office, One Drive, SharePoint, Zoom, Adobe, and other software applications
• May be required to perform other duties as assigned

Preferred Qualifications

• Have experience with local area networks and WIFI maintenance and troubleshooting
• Have prior experience supporting applications: HubSpot, RingCentral, TeamViewer, Sentinel One, Zoom, and Adobe
• Have an Associate's degree or greater, preferably in a Computer Science or related discipline
• Have Information Technology certifications

Benefits

• Work from home option with secure internet access
• Hybrid work model requiring regular commute to Princeton, NJ office