• Job Title: Help Desk Specialist
  • Pay Type: Non-Exempt
  • Department: Information Technology
  • Reports To: Systems Manager

Primary Responsibilities

  • Serves in a first level support role to respond to user questions and system problems 70% Entry Level, 10% Level 2, 10% other
  • Provide support to users for their computer, printers, and/or miscellaneous devices
  • Telecommunications Administration
    • Manage mobile phones for STL office; manage inventory for STL & COL, KC, SPR offices; manage phone replacements with carrier, track and coordinate usage
    • Work with Ops, HR and statewide phone admins to coordinate equipment launches, troubleshooting, and daily account management
    • Maintain software support for mobile devices
  • Responsible for user account management, including creation of new users, user account changes and user deletions (multiple platforms)
  • Provide backup support to network engineers and administrators; may include Citrix, VMWare, Firewall and or wireless support
  • Provide and support Mitel phone system
  • Provide individual and group training when necessary
  • Create and maintain help desk documentation for troubleshooting problems and timely completion of necessary administrative tasks
  • Light in-state travel will be required
  • Know, understand, and abide by all Federal and State laws pertaining to alcoholic beverages
  • Understand and comply with all State and Federal regulations regarding the sale and promotion of assigned products
  • Attend, participate, and complete all company regulatory and required trainings
  • May be required to perform other duties as requested, directed or assigned

Essential Characteristics

  • Ability to identify, research, and resolve technical problems
  • Capable of documenting, tracking, and monitoring issues to ensure a timely resolution
  • Have the ability to operate with a “service oriented” mindset when approaching responsibilities; demonstrates a high willingness to assist others, have high sense of urgency
  • Excellent analytical, technical, oral and written communication skills; ability to communicate and work well with supervisors, employees, colleagues and individuals inside and outside of the company
  • Must be able to provide timely and concise end-user support to both physically present and remote users
  • Must be open and flexible to ideas and/or best practices from management and peers; is a team player who is willing and able to adapt their approach across a diverse employee base
  • Hands on experience with Windows XP, Windows 7, Windows 10, Windows Printing, Microsoft Office Suite
  • Must be familiar with the Microsoft Windows networking environment including Active Directory
  • Demonstrates advanced problem diagnostic skills and the ability to configure a PC; work with printers including setup, PC hardware installation, problem solving, etc.

 Supervisory Responsibilities:

  • None

Education and Experience:

  • College degree and/or certifications in Information Technology a plus
  • Mobile phone support experience a plus
  • VMWare, Citrix, MAC firewall and or Wi-Fi experience a plus

Certificates, Licenses, Registrations:

  • None