Job Description

Job Description

Job Description

The Help Desk Technician is responsible for the deployment and support of IS technologies and infrastructure. Along with the daily support of trouble tickets, the Help Desk Technician will be responsible for the support of specific technologies within the areas of hardware, software, and networking. This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve malfunctions and make the appropriate recommendations to maximize the benefit of IT systems investments.

Essential Job Functions:

• Field incoming help requests from end users via help desk system, telephone, e-mail, and chat in a courteous manner.
• Provides support to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and cabling.
• Assists in the analysis and development of new processes and supporting documentation. Keeps existing documents up to date.
• Create, configure, or remove access/hardware for multiple users on an ongoing basis.
• Works on yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
• Perform on-site/remote analysis, diagnosis, and resolution to workstation problems. Recommends and implements corrective solutions.
• Maintains an inventory listing and status of all workstations and technical devices.
• When necessary, liaise with third-party support and equipment vendors.
• Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.
• Provides afterhours/weekend support as needed

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Minimum Qualkifications:

• 2+ years expereince as a Help Desk Technician
• Associates Degree preferred or combination of work experience and college
• Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred

Skills & Competencies Required:

• Followership: Knowledge of and ability to carry out strategies, tasks, and procedures that support the business and audit requirements.
• PC/Workstation Software: Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.
• LAN Administration: Knowledge of LAN tools and software programs, and the ability to use administrative systems and procedures for the local area network and associated network services.
• Help Desk: Knowledge of and the ability to resolve and prioritize computer/software related issues received from employees within an organization appropriately and efficiently.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.
• Project Execution: Knowledge of and ability to carry out yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.

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