Help Desk Technician

Position Type Full Time

Job Shift Day

Education Level High School

Travel Percentage None

Category Information Technology

Description

The Help Desk Technician will be primarily responsible for assisting in the troubleshooting of IT tickets.

What a Help Desk Technician does daily:

• Tracks and monitors support issues to ensure a timely resolution and that all issues are resolved to the end user’s satisfaction

• First point of contact for all service requests for technical support in a Microsoft Remote Desktop environment

• Provide support for Windows 10 Laptop/Desktop Operating Systems

• Identify, research, and resolve technical problems within technical abilities. Expected to use company ticketing system, knowledgebase, and internet for research

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.

• Analyze and resolve problems with core business applications

• Manage inventory of all stock items (paper, forms, PCs, PC parts, peripherals, etc)

Additional Responsibilities:

• Carries out duties assigned System Administrators or Director of Information Technology as required.

Qualifications

Education and Experience:

• Abilities in Root Cause Analysis and troubleshooting experience with ability to problem solve on the fly

Knowledge, Skills and Abilities:

• Experience with all Microsoft Standard Applications/Operating Systems

• Office 365 support and administration

• Knowledge of Active Directory administration including account creation, group member administration, and computer management

• Excellent troubleshooting skills

• Excellent Customer Service & interpersonal skills

• Excellent verbal and written communication skills

• Self-starter with detail oriented work habits

• Able to maintain confidentiality

• Display professional demeanor

Physical Requirements:

• Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity.

• Occasional lifting (up to 20 pounds).

Working Conditions:

• Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.