Description

FLSA STATUS: Exempt

PAY RANGE: $39,945.00 - $66,576.00

REPORTS TO: IT Operations Manager

DIVISION: Administration

WORK LOCATION:  New Braunfels Headquarters, 2225 E Common Street, New Braunfels, Texas 78130  

SUMMARY

The Helpdesk Technician is responsible for helping employees efficiently use IT hardware and software. They will provide technical assistance, support and resolution for issues related to computer systems, hardware, or software, and will need excellent problem-solving, communication and interpersonal skills, along with a customer-friendly attitude and the ability to work in a team environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

· Serve as the first point of contact for employees seeking technical assistance and support related to computer systems, software, and hardware.

· Receive and appropriately disseminate IT trouble tickets using issue tracking software and maintain a log of work requests and resolutions.

· Perform troubleshooting using various diagnostic techniques and asking pertinent questions to determine the nature of the problem.

· Direct unresolved issues to the next level of support personnel.

· Follow up on open issues and update status as needed.

· Pass on any feedback or suggestions by employees to the appropriate internal team.

· Identify and suggest possible improvements on procedures.

· Monitor and maintain daily performance of computer systems.

· Perform preventative maintenance of computer hardware and software.

· Maintain a database of computer hardware and software resources.

· Provide excellent customer service via telephone, email or in-person.

· Maintain a broad knowledge of technology, equipment, and systems.

· Install, modify, and repair computer hardware and software.

· Install computer peripherals for employees.

· Maintain IT SOP documentation and document new procedures as needed.

· Train employees on basic computer usage and write training documentation as needed.

· Perform other duties as assigned.

Requirements

KNOWLEDGE/SKILLS/ABILITIES

· Tech savvy with working knowledge of computer systems, Microsoft Windows and Office products, mobile devices and other tech products.

· Knowledge of Active Directory, VMware and Office 365 system is a plus.

· Basic knowledge of networking principles.

· Ability to diagnose and resolve basic technical issues.

· Customer-oriented with a positive, can-do attitude.

· Strong analytical and problem-solving skills.

· Strong organizational, time management and interpersonal skills.

· Ability to design and write program code to effectuate additions, changes, updates, and links to GBRA’s public and intranet websites.

· Working knowledge of the principles and techniques of HTML, Stylesheets, JavaScript, and other web technologies.

· Ability to exercise initiative, independent judgement, and responsibility.

· Effective written and oral communication skills.

EDUCATION/CERTIFICATIONS 

At least an Associate’s degree or completion of coursework at a technical school in a related field is required. Qualifying experience on a year per year basis may be substituted in lieu of degree.

Current valid driver's license and ability to remain insurable under GBRA’s vehicle liability policy.

EXPERIENCE

A minimum of one year of experience as a help desk technician or other customer support role.

MANAGERIAL RESPONSIBILITIES

None.

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.

Standard physical activity such as periodic standing, walking, sitting, and basic motor skills to operate necessary computer programs. Occasionally fieldwork will be required to collect data and information, as necessary.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.