First responder to all issues in our simple environment. Provides immediate, first contact assistance for simple issues and escalates issues to Tier 2 rep for analysis and resolution (ideally while documenting and learning from steps taken). Help Desk is always working, even when they are not busy, as such the key desired attributes are organization, self-motivation, and responsiveness. Position allows for lots of opportunity to learn about computers as the IT Department head enjoys teaching and has minimal technological expectations for this position. Ideal candidate is high energy, hungry to learn about computers, has good (perfection not needed - just make an effort) typing skills, and capable of creating and following documentation on workflow.
Responsibilities:

• Order new hire equipment- laptop, monitor, keyboard etc.
• Onboard new hires in all appropriate portals
• Act as a backup "front line first responder" for the IT department - emphasis on ticket maker (someone to watch Slack while our IT Manager is occupied with another task)
• Oversee and audit our "Living Document" that includes updating the document with all new hires and off-boardings
• Provide first responder to Hawke Media's roughly 200 employees technological needs/requests.
• Follow up on assignments provided by the IT department head - mainly just chasing people down and being available when good for them.
• Create workflow documentation for anything learned, helping create a formal repository of tasks.
• Follow up with any users on outstanding mandatory applications--checking with people on why they have't installed anti-virus or RMM, walking people through the couple steps to get the same working correctly
• Join our IT Manager on troubleshooting problems as time allows, basic IT apprenticeship- learn the logic of determining what is responsible and how to best resolve it.