SUMMARY

The Help Desk Technician will provide technical assistance, support and effective communication to internal customers and senior executive personnel. Must demonstrate strong interpersonal skills and provide excellent customer service. This position participates in MIS projects and provides technical assistance to other service and support members on the MIS team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

(Other duties may be assigned.)

· Has excellent communication skills and proactively follows up on IT service requests/IT problem tickets until customer confirms resolution.

· Provide timely feedback to internal customers on their IT service requests/IT problem tickets.

· Provide quality deskside and remote support to internal customers.

· Resolve desktop issues with various operating systems – Windows and Mac.

· Provide installation, configuration, maintenance and troubleshooting support of computer hardware, software, desktop applications, networks, printers, computer peripherals and other IT related devices.

· Provide support for unified communications and desktop phones.

· Create and maintain computer images and install, configure and upgrade operating systems.

· Manage inventory related to IT equipment such as computers, software, printers and other IT related assets.

· Provide training to staff on use of applications, hardware, software and equipment.

· Provide and assist in writing technical and support related documents for knowledge base.

· Coordinate with vendors, filing insurance claims, and handling damaged products.

· Proactive analyze and address potential problems and improvements to prevent future failures.

· Participate in MIS projects, own specifics tasks, work independently and provide accurate communication.

· Researches, evaluates and recommends systems enhancements that will improve reliability and performance.

EDUCATION / EXPEREINCE

· Associates degree or related experience in a Computer Science, IT or technical related field.

· 1 – 2 year of experience providing deskside and remote support for internal customers.

· 3 years of hands-on experience with Windows 7, 10 and Mac OS X operating systems, hardware and software.

· Knowledge and considerable experience with Active Directory and user account functions.

· Demonstrated some hands-on experience with virtualization

· Familiar with O365 Services, Microsoft office products, RMM and Cisco phone systems.

· Familiar with ERP systems – SysPro and EDI practices a plus but not required.

· Experience working in projects, above average troubleshooting skills, self-starter, and highly motivated.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

LANGUAGE SKILLS

Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups and/or boards of directors.

MATHEMATICAL SKILLS

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

KHA conforms to the America Disabilities Act (ADA).

The work environment is consistent with normal office conditions.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Schedule:

• Monday to Friday

Ability to Relocate:

• Braselton, GA 30517: Relocate before starting work (Required)

Work Location: In person