Desk Technician

Position: Support Desk Technician
Location: Morton

* Serve as a problem-solver and point of contact for issues impacting company IT operations.

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

* Perform remote troubleshooting through diagnostic techniques and pertinent questions.

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

* Resolve 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 review and prioritize tickets and workload.

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

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

* Comply with all Company policies and guidelines.

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

* Associate's Degree or higher in IT related area preferred.

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

* 2+ years experience working on a Help Desk, Service Desk, or IT support team preferred.

* 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 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 written and verbal communication skills.

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

* Some after-hours/weekend work may be required.

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