Summary

The Helpdesk Technician:

• Provides prompt, effective, and efficient support to end users with varying technical skill levels.
• Is responsible for maintenance of end-user hardware and software.
• Ensures that system hardware, operating systems and other software, and related procedures adhere to organizational values and company technology policies.

Functions

Helpdesk Technician functions can be grouped as follows:

End-user Support, 75%

• Investigate, troubleshoot, document, and resolve hardware and software issues.
• Create and maintain helpdesk cases to track issue resolution, help identify support trends, and track long-term statistics.
• Configure end-user hardware, software, peripherals, etc. in accordance with existing policies and operational requirements.
• Repair and recover from hardware or software failures; coordinate and communicate with impacted users.

Maintenance, 15%

• Maintain user accounts in Office 365, Active Directory, and other systems as required.
• Maintain and organize equipment inventory and assist with maintaining accuracy of asset tracking database.
• Maintain and expand helpdesk knowledgebase articles.
• Assist with deployment of hardware upgrades and software updates.
• Assist with policy and procedure auditing to improve accuracy and efficiency.

Miscellaneous, 10%

• Various other tasks as required by business needs.

Knowledge and skills

Shift Digital is willing to train the right candidate to continually expand and enhance his or her skill set. The minimum requirements for a Helpdesk Technician are:

Education and Experience:

• Bachelor’s degree with a technical major or equivalent, proven experience.
• At least one year of proven helpdesk and/or desktop support experience.

Skills:

• Proficiency with Microsoft operating systems: Windows 10, Windows 8.1, and Windows 7.
• Proficiency with Microsoft Office suite.
• Familiarity with Microsoft Windows Server 2008 and 2012.
• Familiarity with Mac OS X.
• Familiarity with Apple iOS and Android operating systems.
• Familiarity with hardware and software troubleshooting techniques.

Communication:

• Strong ability to understand and interpret technical information and discuss it clearly and effectively, often involving terminology or concepts not familiar to end users.
• Strong teamwork skills.
• Excellent attention to detail in written communications.

Problem solving and decision making:

• Very strong ability to troubleshoot, isolate, and resolve errors and issues.
• Strong ability to use internal and external resources to resolve support issues.
• Ability to analyze data and determine best path to issue resolution.
• Ability to prioritize tasks and manage time effectively.

Working conditions and physical requirements

In general, the Shift Digital’s Helpdesk Technician will work regular business hours in a casual office environment. A fully qualified candidate will meet the requirements below, with reasonable accommodation. 

• Ability to work at a desk in an open office environment for long periods of time.
• Ability to work in cramped or confined environments for short to moderate periods of time.
• Ability to work flexible hours as necessary.
• Ability to lift 50 pounds.
• Ability to travel occasionally.