Help Desk Technician

Position Title: Information Technology (IT) Helpdesk Technician

Job Summary:
The Information Technology Helpdesk Technician is responsible for assisting the IT Services Manager with the troubleshooting and routine maintenance of computer hardware, software, peripherals, printers, copiers, and networks. This position will coordinate the functions of the Helpdesk, and maintain asset inventory, as well as technical process/procedure documentation and/or “how to” documentation for end-users.

Scope:

Under the supervision and direction of the IT Services Manager, this position aids with supporting, troubleshooting, and maintaining all computers, servers, hardware, software, telecommunications devices, security cameras, copiers, printers, and all other technology-based equipment.

Responsibilities:

• Provide on-site and remote support for all end-user-related software and hardware products and services as requested via the Helpdesk, email, Microsoft Teams, phone calls, etc.
• Diagnose, troubleshoot, and resolve Tier I technical issues relating to hardware, software applications, peripherals, and other computer equipment.
• Install desktop hardware, software and peripheral components as required.
• Resolve technical hardware and software issues and determine when to escalate the issues to the IT Services Manager.
• Setup and configure the end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
• Assist in maintaining inventory of IT hardware, printer, and software assets.
• Initiate preventive maintenance on the workstations and be capable of repairing system problems.
• Ensure sites follow technical operating policies and procedures.
• Assist end users with software and hardware questions or problems.
• Install and test system or application upgrades, patches, fixes, etc.

Principal Activities:

• Troubleshoot all technology issues as requested via the Helpdesk.
• Inventory technology purchases and provide and update documentation as needed.
• Install and deploy workstations.
• Connect and set up hardware and peripherals.
• Printer/copier management and support
• Load all required software, updates, firmware, etc.
• Ensure hardware is stripped, wiped, and secured before disposal.
• Perform other related duties as required during working hours.

Knowledge, Skills, and Abilities:

Knowledge -

• Windows OS
• Office 365
• Microsoft Active Directory
• DHCP/DNS
• Core/application software
• LAN/WAN hardware
• Networking
• Anti-virus and Desktop Security protocols
• Browser configuration and updates
• Troubleshooting and Break/Fix process procedures
• Helpdesk/ticketing systems

Skills -

• Windows 10 Administration
• Office 365 deployment and administration
• Basic PC repair
• Analytical and problem-solving skills.
• Meticulous attention to detail
• Technical documentation
• Decision-making skills.
• Effective verbal, written, presentation, and listening communications skills.
• Ability to work independently with minimal supervision.
• Stress management skills
• Time management skills

Credentials / Academic Requirements:

• High school diploma or equivalent, and post-secondary education, with an emphasis on Information Technology, required.
• Must consent to and pass a urine drug screen
• Microsoft or other IT Certification preferred.
• Minimum of (3) years PC Technical and/or Helpdesk Support experience required.
• Any proven equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

Physical Demands:
The physical demands and work environment 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.

Work involves walking, talking, hearing, using hands to handle, feel or operate objects, tools or controls and reaching with hands and arms. In addition, the work requires climbing, stooping, bending, kneeling, prolonged periods of standing, and overhead reaching. Vision abilities required by this job include close vision and the ability to adjust focus.

The employee may be required to push, pull, lift, and/or carry up to 40 pounds.

The noise level in the work environment is usually moderately quiet.

The above information on the description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. By signing below, this by no means creates a contract of employment between the employee and Community Assessment and Treatment Services, Inc.

Job Type: Full-time

Pay: $18.25 - $18.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

People with a criminal record are encouraged to apply

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 3 years (Required)

Work Location: In person