IT Help Desk Technician

Summary

This is the first line of support for help desk related issues including client computer, telephone, printer, copier and other general office equipment. This role also provides support within the IT department on project related tasks.

Essential Job Responsibilities and Duties

• Under general supervision, will assist users in resolving problems through diagnosis and discussion of the particular problem. Will take the necessary steps to interview the user, recognize the problem, research, isolate and resolve the problem.
• Will contact software and hardware vendors to request service regarding defective products.
• Can typically resolve problems of a moderate level of complexity escalating more difficult problems to senior-level personnel.
• Must be able to effectively troubleshoot defective computer hardware to identify defective components. May also involve the disassembly of hardware to install replacement parts.
• Must be able to effectively troubleshoot problems related to the latest Windows operating systems.
• Perform operations and remediations according to the SecOps Team’s guidance
• Involves the use of a problem management database and help desk systems.
• Analyzes and evaluates incident reports and makes recommendations to reduce help desk incident rate.
• Performs deployment of new client hardware using imaging.
• Manage and troubleshoot handheld barcode scanners.
• Performs basic setup and administration of telephone connections IP-based phone systems.
• Develops user training materials and trains users on software and hardware, or recommends outside contractors to provide training.
• Performs daily routines such as tape backup administration, administration of network and e-mail user accounts.
• Writes software and hardware evaluation and recommendation for management review.
• Assess need for minor system reconfigurations and execute them if required.

Work Environment and Physical Demands

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.

• While performing the duties of this job, the employee is regularly required to talk or hear; and is frequently required to sit; and walk. The employee is occasionally required to use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision for reading and writing purposes.
• While performing the duties of this job, the employee occasionally works near moving mechanical parts in wet conditions.
• The noise level in the work environment varies from moderate to loud.

Equipment and Supporting Services

• Basic Equipment needed is Computer, Phone, Business Cards and Security Badge.
• Cell Phone optional: BYOD (Bring Your Own Device) allows the use of personal smartphone or iPad tablet to be connected to company apps

Qualifications

Education and Experience:

Associates or Bachelor’s degree in related field from a two or four-year college, university or technical school; and/or four years of related experience and/or training; or equivalent combination of education and experience.

Special Skills:

• Proficient skills in administering Windows Operating Systems
• Experience with using Endpoint Manager (SCCM) is a plus
• Cisco Meraki WiFi knowledge is a plus
• Must be able to function in a team environment by working with, and cooperating with others.
• Requires a high level of interpersonal skills, written and verbal communications skills, and the ability to deal effectively with individuals both inside and outside of the company in a professional and confidential manner.
• Must be pro-actively involved in continuous improvement processes and team-based systems, and have the ability to effectively promote their use throughout the company.
• Project management and problem-solving abilities.

Certificates, Licensees, Registrations:

A , Network , Security certifications are a plus.