Job Description
Description 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 system
Basic troubleshooting and analysis
Maintain hardware including workstations (including PC and Chrome devices) and phone for all entities
supported
Maintain line of business applications for all entities supported
Processes employee change event requests including new hires, terminations and transfers
Processes requests for hardware and software purchases including workstations, phones and
peripheral devices (e.g. small printers, docking stations, etc.)
Email account management
Phone account management
Maintain IT asset and contract tracking system
Basic network (wired and WIFI) maintenance including hardware
Demonstrates knowledge of and supports each entity’s mission and vision, policies and procedures,
operation instructions, confidentiality guidelines and code of ethical behavior
Performs other job-related duties as requested
ALL 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.
Required Skills And Qualifications Microsoft 365 (Office 365, Entra ID, Intune)
Microsoft Active Directory
Microsoft Windows 10 and 11
Google Workspace
VoIP Phone Systems
Qualifications MINIMUM QUALIFICATIONS
1-3 years of desktop support experience
Microsoft 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 Qualifications CompTIA A+
CompTIA Security
Communication Skills Excellent communication and relationship skills with all stakeholders, including clients, state entities,
and colleagues
Ability to effectively and respectfully interact with client base that has varying levels of ability,
educational backgrounds, authority, and ethnicities
Ability to maintain confidentiality
Ability to speak in public, including trainings
Ability 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
warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and
developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently
accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet
deadlines
Ensures 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 machines
May 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 systems
The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold
and/or cut paper
The employee is required to answer the phone as well as respond to team members and internal
customers
The 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 eyes
The employee is frequently required to stand, walk, and talk for an hour or more
Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
Ability to work under stressful conditions that may require handling multiple work assignments with
specific deadlines
Ground 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
Job Tags
Contract work, Work at office,