Help Desk MIS - Braselton, GA
January 23, 2018

Responsible for providing technical assistance, support, and effective communication to internal customers and senior executive personnel. Must demonstrate strong interpersonal skills and provide excellent  customer service. This position reports to the MIS Manager and participates in MIS projects and provides technical assistance to other service and  support members on the MIS team.  


  • Must have excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution.
  • Responsible for providing timely feedback to end users on their IT service requests/IT problem tickets. 
  • Provide quality Deskside and Remote support to internal customers
  • Resolve desktop  issues with various Operating Systems – Windows and Mac
  • Provide  installation, configuration, maintenance and troubleshooting support of computer hardware, software,  desktop applications, networks, printers, computer peripherals and other IT related devices
  • Provide  support for Unified Communications and desktop phones
  • Create and maintain computer images and install, configure and upgrade operating systems
  • Manage inventory related to IT equipment such as computers, software, printers and other IT related assets
  • Provide training to staff on use of applications, hardware, software and equipment
  • Provide and assist in writing technical and support related documents for knowledge base
  • Coordinate with Vendors, filing insurance claims, and handling damaged products
  • Proactively analyze and address potential problems and improvements to prevent future failures
  • Participate as a team member in MIS projects, own specifics tasks, work independently and provide accurate communication
  • Researches, evaluates, and recommends systems enhancements that will improve reliability and performance

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

  • Knowledge and considerable experience with Active Directory and user account functions
  • Demonstrated some hands‐on experience with virtualization – VMWare and other related products
  • Familiar with O365 Services, Microsoft office products and Cisco phone systems
  • Familiar with with ERP systems – SysPro and EDI practices a plus but not required
  • Experience working in projects, above average troubleshooting skills, self‐starter, and highly motivated


  • Associates degree or a related experience in Computer Science, IT, or technical related field
  • Minimum of 1 - 2 year of experience in providing deskside and remote support for internal customers
  • 3+ years of hands-on experience  with Windows 7, 10, and Mac OS X operating systems, hardware and software


Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal  documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or  members of the business community. Ability to write speeches and articles for publication that conform to  prescribed style and format. Ability to effectively present information to top management, public groups and/or  boards of directors


Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts  such as fractions, percentages, ratios, and proportions to practical situations


Ability to define problems, collect data, establish facts and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.


HKU conforms with the American Disabilities Act (ADA).
While performing the duties of this job, the employee is occasionally exposed to risk of shock.
The work environment is consistent with normal office conditions.

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