Help Desk Technician

Role To ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Responsibilities Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications, install anti-virus software, perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Apply diagnostic utilities to aid in troubleshooting, access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution, identify and learn appropriate software and hardware used and supported by the organization. Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests. Develop help sheets and frequently asked questions lists for end users. Perform other duties as assigned. Experience One year to three years of similar or related experience. Knowledge of basic computer hardware. Experience with desktop and server operating systems. Education A high school education or GED. Interpersonal Skills Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Other Skills Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Physical Requirements Ability to lift and transport computers and peripherals. Position Type Full Time Hours 40 hours per week Current Schedule Monday - Friday 8a - 5p with a rotating Saturday schedule. Pay Range $17.00 - $19.00 per hour. Position also eligible for quarterly incentives and annual bonus. Actual starting salary will be determined based on skills, experience (to the extent relevant) and other job-related factors, consistent with applicable law. Benefits Paid Time Off Paid Holidays 401K Plan Medical Dental Vision Flexible Spending Account Option Life Insurance Dependent and Spouse Life Insurance Options Short Term Disability Insurance Long Term Disability Insurance Accident Insurance Options Hospital Indemnity Insurance Options Specified Disease Insurance Options Pet Insurance Legal/ID Shield Options Employee Referral Program Paid Volunteer Day Employee Loan Discounts Equal Opportunity Statement SeaComm is an Equal Opportunity/Affirmative Action Employer. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran. #J-18808-Ljbffr