Desk Technician

Position: Support Desk Technician
Location: Morton

The Help Desk Technician is responsible for being on-time, professional, knowledgeable, and courteous. Additionally, the tech is to be a problem-solver and a server as the point of contact for issues impacting company IT operations.

Responsibilities and Duties:

* Resolve technical support requests via incoming ticket requests, e-mails or calls

* Perform remote troubleshooting through diagnostic techniques and pertinent questions.

* Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

* Resolves problem situations in a professional manner.

* Use current ticket system to create tickets to self, technician, or appropriate IT Staff for assigning escalated support requests.

* Consistently reviews and prioritizes tickets and workload

* Participate in the On-Call rotation for After Hours support.

* Work effectively with all levels of employees in the organization.

* Complies with all Company policies and guidelines.

* Perform other related duties as necessary or as assigned by supervisors.

Knowledge

Skills and Abilities

* Experience working on a Help Desk, Service Desk, or IT support team

* Experience with Active Directory, Group Policy, and Citrix preferred

* Knowledge of PC hardware and software - installing, configuring, diagnosing and troubleshooting.

* Intermediate to advanced knowledge/experience with most of the Microsoft Office products (Word, Excel, Outlook, and PowerPoint)

* Ability to handle multiple priorities and varied technical tasks

* Good customer service orientation with the ability to explain technical concepts to non-technical users

* Strength in formal (written) and informal (verbal) communication skills

Education and Experience Required

* Associate's Degree or higher in IT related area desired but not required

* CompTIA A+, Network+, or Security+ Certification preferred

* 2-4 years of IT helpdesk experience or other IT experience desired but not required

Preferred Qualifications /Qualities

* A passion for information technology, and desire to build or continue a career in the IT industry.

* Maintain a "whatever it takes" attitude to help us make users happy at all times, day or night, weekend or holiday. Some after-hours/weekend work may be required.

* Demonstrate superior time-management skills and ability to manage multiple projects and tasks simultaneously.

* Demonstrate a continuous passion for learning both at home and on the job.