Description

OVERVIEW:

The Information Technology (IT) Helpdesk Support Technician is responsible for providing both onsite and remote help desk support for PC-based hardware, applications and services as well as support of mobile devices, printers and copiers.

JOB FUNCTIONS/RESPONSIBILITIES:

The IT/Desktop Support Technician is accountable for the following functions and responsibilities:

· Assist users with day-to-day computer issues.

· Complete tasks regarded as confidential and private in a discrete and professional manner.

· Provide installation and troubleshooting support for all applications.

· Create and manage Microsoft 365 accounts.

· Complete basic network support and coordinate with network administrators or IT Manager on more complex issues.

· Work with support and third-party technicians to resolve IT issues.

· Create and manage domain user and computer accounts using active directory.

· Complete IT related tasks for all new hires and employee terminations.

· Perform set up of new mobile devices.

· Perform basic troubleshooting on mobile devices as well as assisting users with mobile app issues.

· Use mobile device management services to administer mobile device fleet.

· Setup multifactor authentication accounts.

· Provide setup and basic troubleshooting for printers and copiers.

· Maintain updated hardware inventory.

Requirements

QUALIFICATIONS/EXPERIENCE REQUIRED:

The IT Helpdesk Support Technician must at a minimum possess the following:

· Associate degree with some technology related course work (preferred)

· A minimum of 5 years of IT helpdesk experience (preferred) 

· Prior experience remote locations (preferred)

· 2 years administering Microsoft Office 365, and other Microsoft cloud services like: Exchange Online, Azure Active Directory and SharePoint (preferred)

· Experienced training groups and individuals preferred.

· Understanding of setup and troubleshooting of audio/visual systems.

· Some knowledge of network topology and networking principles, including PHCP, DNS, VPN, etc.

· General knowledge of PBX systems.

· Experience using and maintaining camera systems and access control systems.

· Certifications in A , Network , CISM, CCNA/CCNP, and MCSA/MCSE, or equivalent work experience.

· Strong verbal and written communication skills, allowing for open, honest, and consistent communication.

· Ability to read, write, and speak the English language fluently. 

· Ability to successfully manage multiple tasks and timelines in a fast-paced environment, bearing high levels of responsibility and accountability and keeping the best interests of the business in sight.

· Ability to work independently as well as part of a group, foster a culture of teamwork, and promote a positive working environment.

· Ability to prioritize workload but be flexible to adjust to changing deadlines.

· Ability to maintain the highest standard of personal conduct in performing all duties.

· Ability to approach problems with a certain degree of creativity and latitude with a proactive mindset.

· Ability to deal with difficult/problem situations and always maintain a professional demeanor.

· Ability to build a working relationship with customers and internal personnel based on respect and good rapport.

· Possess excellent organization and time management skills.

· Flexibility to adjust to work routines/schedules, as required, to meet the needs of the company and expectations of customers. 

· Ability to travel, 5% or more, within North America.

PHYSICAL REQUIREMENTS:

The IT Helpdesk Support Technician must be able to:

· Operate basic office equipment, such as a keyboard, mouse, and copier/printer/scanning machine.

· Lift 50lbs regularly and with assistance, up to 75lbs on occasion.

· Wear the appropriate Personal Protective Equipment when required (i.e., safety glasses or side shields, steel- toe footwear, etc.).

· Sit/stand for long periods of time; up to 8-10 hours a day.