Help Desk Technician

GENERAL DESCRIPTION / PURPOSE:

The role of theHelpDeskTechnicianresources atLoramisthe first line of support for business partners within the company.The team manages all user-based support and will work with level 2 support resources whenrequired.

The role oftheHelp DeskTechnicianis to manage support including implementation, new user setup, licensing, availability, reliability, performance, monitoring, maintenance, upgrades, and security profiles. This position must be able to work withvery littlesupervision in a fast-paced environment.

As a Help Desk Technician, which is part of a global help desk team, you will be providing support for theentirecompany.This position will create knowledgebase articles and document processes for the team and has a significant role inmaintainingbusiness continuity.

ESSENTIAL JOB FUNCTIONS:

• Maintain all aspects of laptops, desktops,mobile devices,tablets,licensing,and standard related softwarefor end users.

• Maintain corporate print service/maintenance contracts andassistwith repairs as needed

• Manage user accounts and access in Active Directory, Exchange AdminCenterand Microsoft 365 Admin Center

• Provide supportforexecutive office and conference room AV systems

• Load/Update the operating system, BIOS, and application software of corporate computers asrequired

• Assistwith deployment of specialized software as needed. Serve as a backup to other applications asrequired

• Maintain an up-to-date inventory of IT resources and supplies

• Respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs

• Respond to helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly. Acts as co-administrator for the ticketing system

BEHAVIORAL COMPETENCIES:

• Action Oriented

• Creating a Service Reputation

• Customer Focus

• Strong Problem Solving

• Technical Learning

• Values Based

Knowledge, Skills, and Abilities:

• Strong working knowledge ofComputer Hardware, Windows 10+, standard MSO 365 business applications, and other software support

• A sense of urgency in solving customer requests to ensuretimelyresolution and an ability to work under pressure, multi-task,and meet deadlines

• Ability to communicate effectively with staff on all levels withinLoram

• An open attitude toward learning and ability to work remotely when needed

• Excellent verbal and written communication skills

• A disciplined work ethic and advocate forLorammanagement's mission and vision

• Ability to lead large work volumes, show flexibility, and adapt easily to change