Help Desk Support Technician

JOB SUMMARY:

Provides support of technical issues involving low to medium complexity. Functions, 50% of time under general direction of more senior End User Support representatives.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Ensures all assigned tickets are updated and successfully resolved in a manner that meets or exceeds Service Level Objectives.
• Provides hands-on support of all end user IT services, including:
  • Support of local and remote desktops, laptops and tablets in a mixed Microsoft and Apple environment
  • Wireless and Remote connectivity, VPN clients
  • Web conferencing
  • VOIP phone services
  • Printing and scanning
  • Software installations and troubleshooting
  • Smart phone and tablet setup and troubleshooting
  • Desktop connectivity issues, and troubleshoot network issues
  • Gather and record information for IT Audits and diligence procedures

REQUIREMENTS/EDUCATION

• Strong verbal and written communication skills

• Critical thinker with problem-solver mentality

• Extremely detail-oriented with analytical skills

• Excellent time management and prioritization skills

• Good judgment, initiative, common sense, strong work ethic, dependable

• Must be customer service focused with a desire to exceed customer expectations at every opportunity

• Must be able to work independently with minimum oversight

• Proven ability to take ownership of and manage job responsibilities

• Strong team collaboration skills

• Ability to work in an extremely fast-paced environment where the technical challenges are diverse

• Scheduling and managing remote technicians

• Maintains proper and constant communication with clients and team

• Experience with Outlook 2013 client and Outlook 2010

• Experience with Microsoft Office products including Microsoft Office 365

• Working understanding of TCP/IP, DNS, and DHCP

• Experience with multimedia technology used to deliver presentations

Experience with server operating systems such as Windows Server, A+, and other hardware and software support certifications is preferred.

Requires associate’s degree in computer science, or equivalent work experience will be considered.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 occasionally required to stand; walk; sit; use hands to finger, handle and feel objects, tools and controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch and crawl; talk and hear; taste and smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 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 not exposed to weather conditions. The noise level in the work environment is usually moderate.

Hours:

Employees will be assigned to a regular work schedule, which may include hours before 8:00 am, after 5:00 pm, and Saturdays as determined by department needs and requirements.