Help Desk Technician I

Job Description

Helpdesk Tech I

Employment Status: Full Time Temp M-F 6am – 3p – 1hr lunch, OT as needed. May have to be on-call Saturday as needed.

Position Summary: Responsible for answering, commenting and replying to help desk inquiries. Help desk is the first level of support, and response for all Saticoy Lemon users.

Help desk Tech I is responsible for initial responses in answering, commenting and replying to open incidents in the help desk. Ability to identify and organize service requests according to priority. Strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshooting, upgrades. Assist support staff with field work as needed. Work requires knowledge of computer logic and methodology to run computer systems. Work requires the ability to read and comprehend instruction manuals in order to make minor repairs to computer equipment. Ability to travel onsite as needed to 3 company sites (Santa Paula, Oxnard, Ventura). Home location is Santa Paula.

Responsibilities

• Able to identify and organize service requests according to priority.
• Respond in a timely manner to service issues and requests.
• Provide quality support to customers employing a high degree of customer service, technical expertise, professionalism and timeliness.
• Provide in-person technical support across the company as needed. 3 sites (Santa Paula, Oxnard, Ventura)
• Install, configure, replace computer hardware, software, systems, phones, mobile devices, desktop UPS units.
• Install or replace network switches and wireless access points as needed.
• Connect network devices such as computers, printers, phones to network switches with patch cables as needed.
• Terminate CAT 6 patch cables as needed.
• Set up PCs and equipment.
• Add/Remove users to Active Directory and Office 365 as needed.
• Join/Remove computer devices from Windows 2022 server domain.
• Maintain equipment tracking list, data entry and asset tagging.
• Monitor company printer status and ink supply inventory, work with 3rd party vendor to maintain printers.
• Work with 3rd party to monitor and maintain PA speaker system and Security Camera system
• Support business applications.
• Monitor and work with cloud applications including Office 365.
• Troubleshoot login/permission issues, reset user passwords as needed.
• Participate in testing new technology.
• Document diagnostic steps while troubleshooting reported problems.
• Distribute tickets that are out of job scope or unable to solve to IT director.
• Conduct research to find correct solutions.
• Train internal users on basic Windows 11 operation and other company software as needed.
• Other tasks assigned.
  
  
  

Knowledge, Skills And Abilities Required Of Employee

• A solid understanding of the necessity for basic network, server, workstation, and end user security, and multi factor authentication methods.
• Supporting, managing, troubleshooting, and resolving first level service requests with the appropriate level of urgency and professionalism.
• Direct and indirect contact with customers, vendors, and staff.
• Basic knowledge of the installation, usage, and troubleshooting of Microsoft Office 365 applications and licensing, including OneDrive, SharePoint, and Teams.
• Basic knowledge of the installation, usage, and troubleshooting of teleconferencing applications such as Zoom and Teams.
• Basic knowledge of the installation, usage, and troubleshooting of peripheral hardware such as docking stations, printers, mice, keyboards, and monitors.
• Basic knowledge of Active Directory.
• Basic knowledge of mobile devices both Android and Apple IOS.
• Valid CA driver’s license
  
  
  

Some experience in the following areas will serve you greatly in this role, not required:

• Prior support desk experience.
• The use and creation of documentation.
• CompTIA IT Fundamentals certification.
• Microsoft 365 Fundamentals certification.
• Basic knowledge of network concepts, devices, and best practices.
• IBM Power 9 System (AS400)