Helpdesk Technician

Helpdesk Technician

The Helpdesk Technician's role is to support the IT Department and employees with day-to-day computer, software, and technology-related problems. The Technician will ensure proper computer and IT equipment operation so that end users can accomplish necessary business tasks. Problem resolution may involve the use of screen sharing applications, diagnostic and help request tracking tools, as well as require that the technician give in-person, hands-on help at the deskside level.

This role will provide support to EAS and Envirotrol staff on computers, tablets, telecommunication devices, and other supported technologies and applications.

Responsibilities:

• Field incoming helpdesk requests from end users via telephone, e-mail, or in-person
• Track all requests and support provided via our helpdesk solution
• Troubleshoot computer hardware and software issues
• Research solutions and advise staff on appropriate action while keeping the IT Manager and department aware of issues and resolutions
• Record, track, and document helpdesk problem-solving processes
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on maintenance at the desktop level, including (but not limited to) installing and upgrading software, installing hardware, implementing file backups, configuring systems and applications, and configuring cell phones and/or smartphones
• Perform preventative maintenance, including review and cleaning of workstations, printers, and peripherals
• Assist with Asset Tracking, Inventory, and Life Cycle Management
• Assist with other roles in the field of technology, including digital photography and document design

Knowledge & Experience:

• Knowledge of basic computer hardware, including desktops, laptops, printers, monitors, mobile devices, etc.
• Experience with desktop and server operating systems
• Application experience with Microsoft Office, Adobe Acrobat, Webmail, Antivirus, Antispyware software, etc.
• Exceptional written and oral communication skills
• Exceptional interpersonal and documentation skills.

Personal Attributes:

• Ability to analyze, conduct research, and problem solve
• Ability to absorb information quickly and retain it for future use
• Ability to present ideas in user-friendly language
• Self-motivated and detail-oriented
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

Work Conditions:

• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals
• Occasional travel will be required (job sites, remote offices)

Job Type: Full-time

Starting hourly range of $17-23.

Schedule: Monday to Friday.

Experience level: 2 years.

Benefits: 401(k), 401(k) matching, dental insurance, employee assistance program, employee discount, flexible spending account, health insurance, life insurance, paid time off, referral program, vision insurance