Help Desk Technician

Help Desk TechnicianAs a Help Desk Technician, you will be the first line of defense for the IT Department answering phones and fielding tickets. You will be handling inbound IT support requests from all levels of the organization. This includes user account management, workstation support and deployment, basic network troubleshooting, and application support for a variety of applications. You will be expected to contribute to the continuous improvement of the IT infrastructure and operations. This includes advancing your personal competencies and IT skills through provided training as well as mentoring by senior team members.Primary Functions:Receive service requests via ticket, phone, and email, perform services and tasks according to procedures, and escalate where necessaryProvision and deploy new workstations and laptops to IU staffParticipate in hardware refreshes for existing workstations and mobile devicesHelp maintain internal IT documentation and employee self-help wikiAssist with the setting up and troubleshooting of AV equipment in conference roomsPerform intermediate-level troubleshooting on MS Office, Windows devices, and basic networking.Perform hardware maintenance on desktops, printers, projectors, mobile devices and other networked hardwareHelp maintain inventory of all equipment and software as well as document internal proceduresParticipate in resolving critical issues that may arise, or planned maintenance after-hours.Other duties as may be assignedMaintain a valid state driver's license and ability to drive without advanced noticeQualifications:Associates in technology or 2 years of technology experience.Problem-solvingAbility to successfully interact with other IT professionals and end-usersVerbal and written communication skillsKnowledge of Windows and Mac operating systems.Basic systems knowledge (Active Directory, Microsoft 365/Azure, Google Workspace,)Basic knowledge of desktop hardware and software systemsPhone soft skillsPunctual and reliableAbility to lift equipment that may weigh up to 50 pounds BLaST Intermediate Unit #17