IT Help Desk Technician

Overview

The IT Help Desk Technician is responsible for supporting and maintaining in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, testing, and upgrading hardware and equipment while ensuring optimal performance. The IT Help Desk Support Technician will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

• Ensures software configurations are consistent with defined standards.
• Minimize PC equipment downtime by completing periodic preventative maintenance as directed.
• Provides help desk and desktop support as required. Desktop equipment includes, but is not limited to, computers, telephones, printers, monitors, peripherals, and other devices as required. Escalates or refers issue to Senior IT Help Desk Support Technician for assistance as appropriate.
• Coordinates as directed with outside service providers, 3rd party support, or other vendors for the repair or replacement of equipment.
• Follows all asset management requirements and policies.
• Assists with setup, installation, and general maintenance of PC hardware, software, printers, desktops, phones, and peripherals.
• Assists with patch management of all devices on the network.
• Supports work order or project-related tasks, including support of local area network and branch operation activities (branch or location openings, etc.).
• Receives and responds to incoming calls, pages, and/or e-mails regarding support issues using company-provided mobile devices and/or other computer equipment.
• Serves in on-call rotation and where availability is required, as determined by a published schedule.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.

Performs other duties and responsibilities as assigned.

Education – Technology-related 2-year degree or equivalent from a college, university, or technology school.

• Experience – Six (6) months to one year of technology-related experience.

Certifications – A+, Network+ or equivalent certifications preferred.

Knowledge of networking, database, server/client relationships is a plus.

Experience working in an inbound help desk environment.

Computer knowledge in a Windows environment.

Basic knowledge in Microsoft Word and Excel.

• Foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues.
• Self-motivated and directed, capable of independent decision making and prioritization of tasks.
• Ability to maintain confidential information.
• Excellent customer service skills and analytical skills.
• Effective time management skills, efficiency, and ability to multitask.
• Detail-oriented and strong analytical skills.
• Ability to interact and communicate effectively with employees and other contacts.
• Strong oral, written, and presentation skills.
• Ability to work independently and exercise sound judgment.
• Basic personal computing skills with strong knowledge of the Microsoft suite of applications (Word, Excel, PowerPoint).
• Ability to apply visual, comprehension, effective listening, problem-solving, prioritizing, and organizational and customer/employee relations skills in the performance of all essential job functions, with or without reasonable accommodation.
• Ability to use general office equipment such as computer, phone, fax, copier, calculator, etc., with or without reasonable accommodation.

• Professional
• Fast-Paced

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to speak, hear, stand, and use hands to grasp. The employee is frequently required to walk, sit, stoop, kneel, climb or balance.
• May be required to lift, carry, or move and position items weighing up to 50 lbs. as necessary.
• Requires daily work on a computer for 6 hours or more, viewing the screen and data input.
• Ability to move about the office to access file cabinets, office equipment, etc.
• Able to work in a fast-paced, multi-tasked environment.