Helpdesk Technician

Job Title:  IT Helpdesk Technician

Department:  Information Technology

Reports To:  IT Helpdesk Supervisor

FLSA Status:  Non - Exempt

SUMMARY: 

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. 

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

Operational Management

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assists with Operations Manager, and Applications Manager special projects.
• Participates in the shared services program with Tewathahonni LLC’s.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities. 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully complete the essential duties of the position with or without reasonable accommodation.

• LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.
• MATHEMATICAL SKILLS: N/A

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 with or without reasonable accommodation.  This position requires kneeling, crouching, reaching, walking, pushing, typing, talking, and machine operation.  Position requires exerting up to 20 pounds of force occasionally to move objects.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job with or without reasonable accommodation.  The position exists in a casino work environment where there is occasional exposure of the employee to noise and cigarette smoke from the casino floor.