Job Description Job Details
Job Location St Louis, MO - St Louis, MO
Position Type Full Time
Education Level 2 year degree preferred
Salary Range $21.00
Travel Percentage Limited or Occasional
Job Shift Days
Job Category Information TechnologyDescription

ROLE AND ESSENTIAL FUNCTIONS

The Help Desk Tier 1 is responsible for end user support for hardware, software and network to achieve 24/7
secure reliable and efficient operations. This includes computer and telecommunications services and all ancillary
support services and equipment.

 

Keep tickets up to date and clearly documented in ticket management systemBasic troubleshooting and analysisMaintain hardware including workstations (including PC and Chrome devices) and phone for all entities supportedMaintain line of business applications for all entities supportedProcesses employee change event requests including new hires, terminations and transfersProcesses requests for hardware and software purchases including workstations, phones and peripheral devices (e.g. small printers, docking stations, etc.)Email account managementPhone account managementMaintain IT asset and contract tracking systemBasic network (wired and WIFI) maintenance including hardwareDemonstrates knowledge of and supports each entity’s mission and vision, policies and procedures, operation instructions, confidentiality guidelines and code of ethical behaviorPerforms other job-related duties as requestedALL RISE employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly. In addition to the cybersecurity requirements of all positions at RISE, IT Help Desk will support the secure installation / configuration, and remediation of computer hardware, software, systems, networks, printers, scanners and cloud properties.Qualifications

REQUIRED SKILLS AND QUALIFICATIONS
REQUIRED KNOWLEDGE AND SKILLS

Microsoft 365 (Office 365, Entra ID, Intune)Microsoft Active DirectoryMicrosoft Windows 10 and 11Google WorkspaceVoIP Phone Systems

MINIMUM QUALIFICATIONS

1-3 years of desktop support experienceMicrosoft 365 (Office 365, Entra ID, Intune)Proven experience in maintaining workstations, managing cloud-based solutions, configuring and supporting VoIP systems, administering mobile device management (MDM) platforms, troubleshooting complex application issues, and performing hardware diagnostics and repair. Experience working with users defining problems and solutions PREFERRED QUALIFICATIONSCompTIA A+CompTIA Security

COMMUNICATION SKILLS

Excellent communication and relationship skills with all stakeholders, including clients, state entities and colleaguesAbility to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicitiesAbility to maintain confidentialityAbility to speak in public, including trainingsAbility to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

RESPONSIBILITIES AS A TEAM MEMBER

Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warrantedDemonstrates excellence in work standards, is tenacious in completing tasksAble to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between partiesWorks well with other team members and departmentsDemonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignmentsRequests support from team with ample time to accommodate the support request in order to meet deadlinesEnsures effectiveness in processes to achieve/seek best practice

EQUIPMENT NORMALLY USED

Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machinesMay use other office equipment as needed

PHYSICAL AND MENTAL DEMANDS
The demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job, with or without accommodation.

The employee must be able to sit for extended periods of time entering data into multiple systemsThe employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paperThe employee is required to answer the phone as well as respond to team members and internal customersThe employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyesThe employee is frequently required to stand, walk, and talk for an hour or moreVision ability is required to do the job, including close vision, color vision and the ability to adjust focusAbility to work under stressful conditions that may require handling multiple work assignments with specific deadlinesGround and or Air travel upon demand

RISE IS AN EQUAL OPPORTUNITY EMPLOYER
RISE is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide
equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

NOTE: THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE
EMPLOYEE IN THIS POSITION. EMPLOYEES WILL BE REQUIRED TO FOLLOW ANY OTHER JOB-RELATED INSTRUCTIONS AND TO
PERFORM OTHER JOB-RELATED DUTIES AS REQUESTED BY THEIR SUPERVISOR.