IT Help Desk Technician

Under the direction of the Information Technology Manager, provides first-level general support to company employees in the areas of software applications, PC’s, printers, phones and technologies used throughout the company.

Competencies

· Flexibility

· Communication or Proficiency

· Collaboration Skills

· Customer/Client Focus

· Technical Capacity

Physical Demands

· While performing duties of this job, you may be required to walk, stand, sit, reach with hands and arms, balance, stoop, speak with clarity and have appropriate vision and hearing capabilities.

· Occasionally lift and/or move up to 50-pounds.

Duties and Responsibilities

· Answer incoming calls to the tech support center

· Log all issues

· Assign for resolution/priority

· Track progress and communicate with end user appropriately and in a timely manner

· Performs first-line support and customer service with internal employees and external partners to resolve problems and maintain a high level of customer satisfaction.

· Supports, maintains and configures windows-based desktop and laptop hardware and software.

· Daily use of remote desktop protocol.

· Perform first-level support for all hardware and software systems

· Support for all company printers and copy machines (HP, Savin, Konica Minolta)

· Support for all company cell phones and tablets (Android and Apple devices)

· VoIP phone system maintenance and set-up

· Update and maintain IT equipment inventory database

· Windows administration

· Office 365

· Windows 7 & Windows 10

· Windows Server

· Active Directory

· Interface with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately.

· Other duties as assigned

Qualifications and Job Requirements

· Education: minimum of associate’s degree (higher a plus), in computers; hardware, software and technical certifications are a plus.

· Experience: Minimum of three years’ experience with help desk functions related to a variety of computer software and hardware.

· Must have outgoing, friendly personality and superior communication & customer service skills.

· Experience working in a fast-paced support environment is desired.

· Exceptional problem determination/problem source identification.

· Ability to travel to company branches or remote training if needed.

· Perform “on-call” duties as needed

Competencies

· Flexibility

· Communication or Proficiency

· Collaboration Skills

· Customer/Client Focus

· Technical Capacity

Physical Demands

· While performing duties of this job, you may be required to walk, stand, sit, reach with hands and arms, balance, stoop, speak with clarity and have appropriate vision and hearing capabilities.

· Occasionally lift and/or move up to 50-pounds.