IT Helpdesk Support Technician

SUMMARY OF POSITION

The responsibilities for the position include, but are not limited to the operational integrity, confidentiality and availability of the IT Helpdesk. This will include the support of desktop and laptop computers, software, configurations and associated peripherals of the organization. The ideal candidate must be able to solve user problems and know who to call to get a problem fixed. In addition, they must be able to effectively work independently as well as with others.

POSITION RESPONSIBILITIES

• Provide helpdesk support to internal and external customers, onsite and remote

• Provide quick and effective assistance with information technology systems

• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance

• Listen attentively to customers’ questions and concerns and offer optimal solutions

• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

• Represent the Company with professionalism and integrity while helping to advance our company mission

• Must be available to work onsite when requested.

• Must be able to handle multiple phone calls and have excellent communication skills

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other resources when necessary to resolve incidents that are beyond the scope of their ability or responsibility; follows up to make sure problems have been resolved.

• Manage, install and deploy desktops, laptops, peripherals and software, with both onsite and remote staff

• Troubleshoot, analyze and provide support for all client hardware and software issues

• Document and maintain inventory all IT assets and maintenance agreements

• Daily check of all system back-ups and perform restores when needed. Avamar knowledge preferred.

• Manage user accounts, e-mail accounts and file share permissions

• Manage anti-virus and anti-spam solutions

• Assists and train users as required

• Requires a thorough knowledge of computer networking essentials

• Helpdesk/desktop support for employees

• Web support for participants

EDUCATION, CERTIFICATION, SKILLS AND/OR ABILITIES REQUIRED

Experience :      1-3 years of experience in IT or related experience

Degree : Bachelor’s Degree in one of the following areas Computer Science, Information Technology, Information Systems, and Software Engineering preferred.

Certificates/Abilities : Cisco, CompTIA A+, CompTIA Network, ITIL Foundation, iPhone user, strong experience with Windows 10,11, Microsoft Office 365, Anti-virus\Anti-spam solutions, Active Directory GPO preferred, SCCM preferred. Working knowledge of TCP/IP and OSI reference model.

WORKING CONDITIONS

• General working environment - sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is primarily conducted indoors with varying environmental conditions such as fluorescent lighting and air conditioning. Occasional visits to other SOFFA locations.