IT Help Desk Technician

JOB DESCRIPTION

Job Title: IT Help Desk Technician

FLSA: Non-Exempt

Reports To: Information Systems Manager / Information Technology Director

Job Category (EEO Description): Administrative Support Workers

Job Code (EEO Code): 5

Job Family: Information Systems

Affirmative Action Job Group and Description: 5B - Administrative Support Wrkrs: All Others

SUMMARY: Provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Responsible for assisting with all aspects of IT including troubleshooting, training and implementation of new enhancements. Actively supports the Company’s vision and goals. Embraces and executes the 5A Gold Standard.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Includes the following; other duties will be assigned in a progressive manner.

• Ensures that the Help Desk operates as a highly professional service that meets the needs of the company and the end users, including meeting identified SLAs.

• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

• Single Point of Contact for the Help Desk and manages problem reports using our internal help desk system (JIRA)

• Responds to queries in person, either over the phone or via email for customers seeking help.

• Writes training procedures, trains computer users, and cross trains.

• Maintains daily performance of computer systems.

• Asks questions to determine nature of problem and root cause.

• Walks customer through problem-solving process.

• Installs, modifies, and repairs computer hardware and software as needed.

• Cleans up computers and runs diagnostic programs to resolve problems.

• Installs computer peripherals for users.

• Follows up with customers to ensure issue has been resolved and gains feedback from customers about computer usage.

• Ensures that requests for assistance are properly logged and responded to in a timely manner and according to agreed standards and procedures.

• Provides Feedback: Must provide feedback about the problems that are found during the day in order to prevent the

• common errors.

• Seeks Help: Should be able to seek help with IT staff in order to resolve the complex problems.

• Understands and troubleshoots IT issues the end user is having and resolves with plans to address the root cause of the issue.

• Confers with IT Team on issues and any and all other duties as requested by Management.

SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities.

QUALITY RESPONSIBILITIES: In daily work, a team member is responsible to maintain or exceed the degree of excellence

requested by the internal and external customers of this department. This includes following established policies, following ISO 9001 & 14001 policies, regulatory compliance (i.e. NIST 800-1717), business practices, and work instructions, using problem solving techniques to solve root causes of problems, and viewing quality as customer satisfaction. Shaw Development expects all team members to take pride in their work, in our company and appearance.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CORE COMPETENCIES:

Strategic Skills:

• Functional and technical skills

• Learning on the fly

• Problem solving Operating Skills:

• Informing

• Time management

• Managing through systems Courage:

• Standing alone Energy and Drive:

• Action oriented

• Drive for results Organizational Positioning Skills:

• Written communication

• Comfort around higher management Personal and Interpersonal Skills:

• Approachability

• Ethics and values

• Integrity and trust

• Understanding others (groups)

EDUCATION and/or EXPERIENCE: High school diploma required, Associate Degree and / or equivalent experience required.

CERTIFICATES, LICENSES, REGISTRATIONS: Not all inclusive, not all required.

• Word, Excel, PowerPoint, Outlook, and Access experience (Microsoft Office Specialist certifications a plus).

• CompTIA A+ certification required or in the process of being obtained.

• CompTIA Network+ certification a plus.

• CompTIA Security+ certification plus.

• Microsoft Technology Associate (Operating Systems and Networking Fundamentals) certification a plus.

• Microsoft Office 365 Administration is a plus

• Azure Administration certification is a plus

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively with other team members.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by a team member 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 team member is regularly required to talk or hear. The team member frequently is required to walk and sit. The team member is occasionally required to stand; use hands to finger, handle, or feel; reach with hands and arms; and use hands to fingers to write, operate a computer keyboard, mouse and telephone keypad. The team member must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include vision, and distance vision.

WORK ENVIRONMENT: Promote a working environment that provides for a clean, orderly and safe facility for ALL team members so that we may perform, develop and exceed the contributor status. The work environment characteristics described here are representative of those a team member encounters while performing 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 team member is frequently exposed to moving mechanical parts. The team member is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.

An Equal Opportunity Employer/Vet/Disability