IT Help Desk Technician

IT Help Desk Technician

Division: ESCO Group

Location: Marion

Reports to: IT Manager

Exempt or Non-Exempt: Exempt

Status: Full-Time

Typical Working Hours: 7:30am to 4:30pm or 8:00am to 5:00pm

May be required to work extended hours including holidays and weekends due to the 24 hours, 7 days a week, 365 days a year type of service ESCO provides its clients.

Synopsis:

The IT Help Desk Technician is an entry-level position within the IT department of ESCO Group. This position is best described as supporting ESCO employees with a variety of computer hardware and software related issues and is focused on providing Help Desk support and is also responsible for replacing users’ computers and mobile devices and setting up technology in their workspaces. Work executed will be directed by other, more senior team members but will be done independently. This position requires the ability to coordinate with end users and identify, research and resolve technical problems within their level of knowledge and experience to ensure timely resolutions of the tasks assigned.

Background and Work Experience:

To be considered, candidates should have:

• Enrollment in or completion of an Associate’s degree program in information technology or related discipline from an accredited college, technical school, or university; or two years of relevant experience.
• Demonstrated to be highly proficient with computer technologies including but not limited to, Windows Operating Systems, and the use of the Microsoft Suite.

Preferred:

• Experience in an information technology help desk.
• Experience imaging and deploying Windows PCs.

Responsibilities and Duties:

The IT Help Desk Technician will be responsible for, but not limited to:

• Handle a wide range of user issues involving technologies such as the Microsoft suite, multifunction printers, conference room equipment, computers, smartphones, tablets, etc.
• Set up new or repurpose previously used computers including the installation of software, updates, drivers, etc.
• Set up new or repurpose previously used physical workspaces, cubicles and offices with IT equipment.
• Backup previously used computers before repurposing or retiring. In the case of a computer being retired, the hard drive must be wiped or destroyed of all confidential information.
• Create “How-To” guides for users when it is determined that we have a common issue related to user lack of understanding on how to use technology.
• Maintain the IT hardware and software inventory.
• Assist in supporting active directory, email systems, facility security and access system, etc.
• Utilize, support, and enhance ESCO’s standards and best practices.
• Understand and follow all safety, conduct, and policy requirements established by ESCO and clients.
• Other duties and responsibilities as assigned or deemed necessary by management.

Interpersonal Skills/Characteristics:

• Exhibits a high level of initiative and resourcefulness.
• Earnestly looks for ways to improve skills and is a dedicated and driven learner.
• Adapts behavior to changing circumstances.
• Work produced demonstrates excellent attention to detail and accuracy.
• Work effectively with decreasing amount of assistance from others as skills are acquired.

Travel Required:

This position does not generally require overnight travel. Some daily travel may be required to other office locations, training, and seminars. Rare overnight travel may be required to remote office locations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform 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 frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl under desks; and talk or hear.
• The employee must regularly lift and/or move up to 5 pounds, frequently lift and/or move up to 15 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

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 will be in a professional office environment.

**All necessary personal protective equipment is provided to meet and in some instances exceed OSHA Regulations.

Salary : $50,000 - $65,000