IT Help Desk Technician

Assists with maintaining the division’s computers, printers, laptops, handhelds and other peripheral equipment. Installs and maintains hardware and software applications. Provides remote phone support and travels to multi-state locations as needed.  Answers incoming helpdesk calls and responds to helpdesk emails.  Provides 1^st line technical support and training for the various company information systems.  Applies system analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.

• Performs updates, maintenance, troubleshooting and repair for all hardware, including PC’s, laptops, peripheral, and mobile equipment to ensure proper functioning.
• Responds to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs.
• Assists with the monitoring and performing of archives, backups and restores.
• Assists with the maintenance, troubleshooting and repair of the local area network and wide area network connectivity, including VPN tunnels, to ensure continuous service.
• Performs the maintenance, troubleshooting and repair of all hardware, including PC’s, laptops, printers, handhelds and other peripheral equipment to ensure proper functioning.
• Serves as the primary technical support contact for all computer/network related issues and problems.

• Assist in maintaining an inventory and tracking of all computer software.  Tracks user licensing of all software, including Microsoft Exchange, Windows, Office, RAS, ADP Payroll and other major systems. 
• Assist in maintaining an inventory and replacement schedule for all hardware and peripherals.
• Reviews, monitors and maintain mobile devices and replaces as needed.
• Assigns all company cell phones to users and insures property tracking in HRIS system.

• Cross-trains to support certain functions of the route accounting software (RAS) as needed.
• Assists with maintaining the inventory of surplus hardware and software library in a secure and orderly fashion.
• Assists with technical training all network users.
• Assists with maintaining the computer workroom and storage areas to ensure that they are clean and orderly.
• Performs any additional duties as assigned by the IT Service Desk Manager.

• Possesses technical proficiency in each of the following technologies: Microsoft Active Directory, Microsoft Windows server/desktop operating systems, server/desktop hardware, Microsoft Office and MS DOS.
• Able to complete technical tasks with minimal supervision.
• Able to work effectively in a multi-tasking environment.
• Flexible; able to adapt well to change and work constructively under stress and pressure.
• Able to interact with others positively and effectively.  Able to listen actively to others in order to provide solid customer service.
• Able to troubleshoot and diagnose problems and implement solutions in order to resolve technical problems.
• Able to communicate clearly and effectively both verbally and in writing.

• Must use own means of transportation (i.e. vehicle) to travel to remote facilities when needed, in order to service end user needs.
• Able to move computer equipment weighing 15 to 25 lbs.
• Able to reach, bend and stoop in order to troubleshoot computer equipment.

• Associates degree in computer science or related field preferred.
• High School diploma or GED required
• Valid driver's license and acceptable driving record required.
• Minimum of 1-year experience working with Local Area Network (LAN), Wide Area Network (WAN), Microsoft desktop/server operating systems and general software applications required.
• Previous technical support experience with IT Help Desk preferred.

• Normal office environment.
• Possible exposure to electrical shock and machinery with moving parts.