Help Desk Technician I

Job Description

Job Description

JOB DESCRIPTION:

Want to work at a place where security and stability come first? Want to work alongside staff passionate about Windows, Linux, and more? This entry-level technical position is responsible for maintaining high-quality white-glove IT services and support for our Clients/Customers. We aim to deliver excellent technical and non-technical support with exceptional customer service and follow-through.

This position is part of the Help Desk team, so candidates must be passionate about technology, passionate about providing amazing customer service, and can thrive in a fast-paced and high-pressure environment. You will be supported in your growth with employer paid training materials, exams, and lunch and learns. Immerse yourself in an environment enthusiastic about technology and service. Grow as Deeptree grows!

Local applicants need only apply.

KEY RESPONSIBILITIES:

• Provide Help Desk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT Help Desk.
• Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the Help Desk tracking software.
• Document internal procedures.
• Assist with on-boarding of new users.
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
• Install, test, and configure new workstations, peripheral equipment, and software,
• Maintain inventory of all equipment, software, and software licenses
• Report issues to the Service Desk for escalation,
• Manage PC setup and deployment for new employees using standard hardware, images, and software,
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as needed,

DESIRED QUALIFICATIONS:

• CompTIA A+ Certification, active and current.
• CompTIA Net+ Certification, active and current.
• .Demonstrable knowledge of basic network setups and configurations
• At least 1 – 3 years of experience working in information technology or managed services team environment.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint)
• Experience with ticketing systems.

SKILLS & KNOWLEDGE:
Personal Credibility and Professional Integrity:

• Positive attitude towards people and problems.
• Ability to self-start, work independently and achieve high standards to meet multiple deadlines.
• Proficient communicator, including writing, speaking, editing, proofreading, and computer skills.
• Above-par working capacity, to work on small and large projects with great attention to detail.
• Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
• Adept at developing and maintaining strong relationships with management, staff, vendors, and clients.
• Exhibit a high degree of professionalism, balanced business judgment, tact, and diplomacy.
• Excellent problem-solving skills in both mundane and highly sensitive, albeit complex situations.
• Willing to achieve industry certifications within one year of job acceptance for unmet desired qualifications.

WORK ENVIRONMENT EXPECTATIONS:

Work in this environment is considered medium physical work requiring the occasional exertion of up to forty (40) pounds of force, up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.

Must be able to:

• Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch, and type for extended periods of up to 10 hours.
• Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation, and correspondence in all languages required by the job.
• Speak to individuals or groups of people with poise, voice control, confidence, and professional integrity.
• Respond adequately to inquiries or complaints.
• Write using standard conventions in all languages required by the job.
• Apply logical or scientific thinking principles to define problems, collect data, establish facts and draw valid conclusions.
• Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
• Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required (telephone et al.)
• Use/interpret job-related terminology, mathematical formulas, and functions effectively and efficiently.
• Deal with people beyond giving and receiving instructions maintaining effective working relationships.
• Perform under stress, deal with persons acting under stress and adapt when confronted with emergencies.
• Be sensitive to cultural differences among individuals and groups of persons.
• Safely operate a motor vehicle.
• Operate/use a variety of job-specific office machines and other office equipment.
• Manage multiple high-priority initiatives in a fast-paced, highly technical environment.
• Successfully perform this position's planning, directing, reporting, and administrative responsibilities.