IT Helpdesk Specialist

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

Purpose: The IT/Helpdesk Specialist is responsible for providing technical support to staff and ensuring the continuity of IT services. This role is responsible for the setup, maintenance, and operations of hardware, software, and systems deployed within the organization. The role reports to the IT Manager, providing Tier I support to employees on issues, implementing strategic IT projects and initiatives, and providing user training.
 

Essential Duties & Responsibilities:

• Responsible for setup and maintenance of company hardware and accessories (laptops, monitors, docks, printers, etc.)
• Responsible for employee onboarding and offboarding processes and procedures, including training. 
• 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 

Knowledge, Skills & Abilities

• Microsoft Windows desktop, and MacOS administration.
• Experience administering O365, Exchange, Azure Active Directory, and SharePoint environment.
• Experience with local area networks and WIFI maintenance and troubleshooting preferred.
• Prior experience supporting applications: HubSpot, RingCentral, TeamViewer, Sentinel One, Zoom, and Adobe are preferred.
• Exemplary interpersonal skills and able to communicate effectively (verbally and in writing) with diverse backgrounds and at various levels in the organization.
• Can function at a high-level with little operational oversight.

Education & Experience

• High School Diploma or GED, required
• 2 to 5 years experience providing Helpdesk support, required
• Associate's degree or greater, preferably in a Computer Science or related discipline, preferred
• Information Technology certifications, preferred

Work Environment & Physical Demands  

Employee works from home and is expected to maintain a safe, productive work environment with secure internet access. Must be able to operate a computer with or without reasonable accommodation.  

Travel  

Travel is required to Princeton, NJ or another location within the US for meetings approximately 2x / year

Accommodations  

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

To learn more about Lingraphica, visit: www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.