IT / Helpdesk Technician

IT / HELPDESK TECHNICIAN

Reporting to the Help Desk Supervisor/System Administrator, the role of the IT/Helpdesk Technician is to provide 1st / 2nd line support for all staff and users. The IT/Helpdesk Technician is responsible for resolving support requests, meeting customer satisfaction, and continuous service delivery demands. IT support staff work in a dynamic, fast-paced environment which provides services over the phone, through email, in person (for walk-up customers) as well as self-service.

Duties and Responsibilities:

• Identify, diagnose, and resolve first-level desktop hardware, software, network, and peripheral equipment problems, escalating as needed
• Reset user(s) passwords in Active Directory
• Follow department policies & procedures
• Log all problems and track calls to resolution in the Helpdesk ticketing system
• Setup and configure PCs for user(s)
• Maintain Inventory Lists of incoming and outgoing PCs
• Issue Fortitoken QR codes to users (MFA)
• Order and deploy cell phones for current user(s)
• Administer phone switch software
• Add, delete, and maintain voicemail boxes for users
• Approve Customer Web Portal Access (i.e., Covisint, GM SupplyPower, etc.)
• Participate in team and project meetings
• Assists with development of documentation
• Works independently through self-motivation
• Communicate with teammates and appropriate personnel in various technical and business areas.
• Occasional after-hours and weekend work to perform tasks that cannot be scheduled during normal business hours
• Travel may be required on an infrequent basis

Education and Experience:

Bachelors Degree in Computer Science or equivalent combination of education and experience required. 0-3 years of experience providing operations & end-user software and hardware support.

Requirements:

• Excellent troubleshooting, communication, and analysis skills
• Must have the ability to accept and cope with restrictive time limits and unpredictable situations
• Must demonstrate the ability to work well within a team environment
• Must be willing to work flexible schedules outside of the normal business hours as needed and willing to travel (overnight and daily)