IT Help Desk Technician

Description

General Summary:

The primary function of this position is to provide internal systems support for the entire organization. This position is the primary support for internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities.

Qualifications:

• Must possess a minimum of a HS Diploma or General Equivalency

• Must be at least 21 years of age

• Must possess a valid AZ Driver's License

• Must possess an AZ Fingerprint Clearance Card or be eligible for one

• Minimum 2 years' experience supporting MSOffice products, Windows 10 clients, installing and/or repairing computer hardware, and a variety of software applications

• Familiarity with Windows 2008/2012 servers, Windows applications, remote connectivity issues, network terms, database terms and definitions.

• Basic understanding of networking

• Microsoft certification and/or A+ certification is a plus

• Strong problem-solving skills with attention to detail

• Good written and verbal communication skills

• Strong customer service skills; friendly, approachable, and motivated with a strong work ethic and high degree of integrity

• Flexibility to work occasional evenings, weekends and/or overtime

Essential Functions:

• Responsible for Help Desk issues and requests

• Provides updates, status, and completion information according to published procedures. Enters and completes problem ticket information via the approved tracking system. Logs all repairs and services performed; prepares progress reports for weekly IT meetings

• Maintains Help Desk database and ensures timely closure of PC complaints

• Can perform 2ndlevel support of computer hardware in a Windows 20010/2012/2016 environment using TCP/IP connectivity; must have a good working knowledge of COTS software and system operating loads, problem ticket resolution and end user application support

• This IT Technician will perform installations, maintenance and repair work on any computer related equipment that supports the business from laptops, desktops, communications equipment (digital and IP phones), tablets (iPads), smart phones (iPhone/Android), printers, local area networks, wide area networks, any piece of computer related peripheral or software an end user would be using. Must be able to support end users located at remote locations

• Installs software, hardware, and peripheral components such as monitors, keyboards, printers, network interface cards and disk drives on user's premises and performs PC Adds/Moves/Changes

• Install, upgrade, and configure network printing, directory structures, rights, security, and software

• Maintain windows updates and security updates for all workstations

• Maintain virus protection on all devices

• Assist in maintaining system backups

• Manages software media and license library

• Maintains inventory of capital equipment and computer parts used in performing maintenance

• Document policies and procedures, end-user documentation, installation instructions, network and system design documents, system and script documentation, and test plans

• Ability to work independently while managing time between projects and user support calls

• Supports activities assigned by direct supervisor or other information systems groups

• Performs other related duties as assigned

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to, stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment

• Specific vision abilities required by this job include close vision requirements due to computer work

• Light to moderate lifting is required

• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e., business office with computers, phone, and printers, light traffic)

• Ability to work in a confined area

• Ability to sit at a computer terminal for an extended period of time

Expected Behaviors:

• Standards of Conduct -Consistently demonstrates knowledge of, adherence to, and willingness to promote Touchstone's Standards of Conduct.

• Safety - Follows safety policies, procedures, and Agency approved practices. Exercises good judgment when confronted with safety related decisions. Actions demonstrate that first concern is to ensure the safety of our clients/members, self, employees, community, and others (includes but is not limited to driving, work area, and living environment).

• Mission - Consistently demonstrates dedication to Touchstone's mission and vision. Support Touchstone's philosophy of care and works with others positively and in a caring and compassionate manner.

• Ethics - Conducts business in a manner that adheres to established internal and external guidelines and regulations and is regarded by others as one who will always "do the right thing." Uses Touchstone's resources in a prudent manner. Is alert to potential risks, concerns, and violations, taking action to immediately report concerns to a supervisor or appropriate manager.


Our Core Values:

• Communication - Communicates clearly, respectfully, and timely while actively listening and ensuring information is understood.

• Collaboration - Works together across teams, shares knowledge and resources, and contributes to achieving common goals.

• Empathy - Demonstrates compassion, respect, and understanding for the perspectives, experiences, and needs of others.

• Transparency - Promotes openness and trust through honest communication, accountability, and sharing relevant information in a timely manner.