SUMMARY OF POSITION:

The Help Desk Technician makes technology an asset for users and the organization by providing effective and timely solutions to technological issues. The Help Desk Technician works in a fast-paced environment, works independently, assesses incidents / requests, and applies the correct level of urgency to achieve a mutually accepted solution all while providing exemplary customer service in support of the organization’s technology vision.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Maintain a high level of internal customer service.
• Demonstrate the ability to learn and perform troubleshooting for computers, servers, applications, and networks.
• Successfully resolve technical incidents / requests with high quality, escalating where appropriate.
• Log incident activity and information. Track and route problems and requests. Document incidents and resolutions in client's help desk application. Utilize ticketing system(s) to document issues, communicate statuses, and resolution.
• Visit the remote plant locations and confer with the end users. Resolve any problems that exist as needed.
• Perform maintenance and patching once a month (non-standard work hours)
• Identify trends or recurring concerns within the help desk incidents. Suggest actions to reduce help desk concerns and improve the user experience.
• Create and update documentation to support the organization’s effective system usage.
• Performs all other functions as required; included are any work assignments relating to the efficient flow of work within the client.

REQUIRED EXPERIENCE:

• Minimum three (3) years working with computers, networks, and applications within a professional environment.
• Two (2) years of help desk or customer service experience strongly preferred.
• Experience with troubleshooting and resolving Windows 10 and basic laptop hardware issues.
• Basic understanding of enterprise data center concepts (Windows, networking, server administration) .
• 1-2 years Deskside support experience
• Possession of a High School Diploma or General Education Degree (GED) is required for all new hires in all positions.