What are the responsibilities and job description for the Help Desk Technician position at Relay Resources?
Brief Description
Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.
Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.
Relay Core Competencies
The Help Desk Technician utilizes excellent customer service skills to provide technical support and troubleshooting assistance to coworkers, resolving hardware, software, and network issues to ensure smooth IT operations.
Essential Functions
MINIMUM QUALIFICATIONS
Experienced and proficient with the following:
Performs duties independently and collaborates with team.
SUPERVISORY RESPONSIBILITY
Ability to work with moderate supervision and some independent decision making.
WORK ENVIRONMENT & PHYSICAL DEMANDS
Relay Resources is an Equal Opportunity Employer that strives to create a diverse workforce and an inclusive culture and believes each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent nor the organization to adjust the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of our endeavors.
Disabled people / people with disabilities and neurodivergent people are strongly encouraged to apply.
Relay Core Competencies
- Focus on Strengths
- Prioritize Informed Action
- Communicate Clearly
- Champion Disability Inclusion
- Build Supportive Relationships
The Help Desk Technician utilizes excellent customer service skills to provide technical support and troubleshooting assistance to coworkers, resolving hardware, software, and network issues to ensure smooth IT operations.
Essential Functions
- Hardware, Software and End-User Support – 80%
- Configuring, installing, maintaining, and repairing laptop computers, mobile devices, printers, teleconferencing solutions.
- Provide technical support to Relay Resources employees, ensuring network connectivity and business continuity.
- Installation and configuration of software required for business needs.
- Collaborate with IT team to maintain and improve documentation of IT processes and knowledge base.
- Monitor, respond to and resolve tickets, corresponding with customers in a timely and professional manner.
- Create user accounts, conduct IT onboarding for new hires.
- Other duties as assigned – 20%
- Perform all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.
MINIMUM QUALIFICATIONS
- Minimum 2 years’ technical support experience, supporting mid-sized enterprises
- Experience managing: Active Directory Users and Computers, networked printers, MDM, Inventory asset management, Windows 10/11, Microsoft Office apps, VOIP phones, network connectivity, Poly, Teams, etc.
- Demonstrated problem solving, troubleshooting and resolution skills
- High proficiency with Microsoft Office apps
- Ability to communicate complex technical matters effectively with technical and non-technical audiences alike
- Strong written and spoken communication skills.
- Highly organized, detail-oriented
- Demonstrated experience providing excellent customer service for internal and external customers
- Adaptable to changing business needs
- Capable of establishing strong working relationships with team members
- Ability to prioritize independently, make good decisions, and formulate process efficiencies for areas of responsibility
- Ability to pass drug screening, criminal history background and credit checks, and/or fingerprinting as appropriate at any time during employment
- Actively demonstrate and support Relay Resources’ vision, mission and core values
- Bilingual applicants preferred
Experienced and proficient with the following:
- Microsoft Office Apps, Microsoft Active Directory Users and Computers
- Imaging, Configuring, maintaining and supporting business computers and peripherals
- Configuring, maintaining and supporting VOIP phone systems and mobile devices (cellphones/tablets)
- Installing, configuring, maintaining and supporting business software
- Establishing, maintaining and supporting network connectivity on a variety of devices
- Installing, configuring, maintaining and supporting teleconferencing equipment
- Installing, configuring, maintaining and supporting networked printers and managing print servers
- Excellent communication skills, customer service centered attitude and a sense of urgency
- Ticketing system for IT case handling
- Time management
- Ability to work effectively both independently and with a team
Performs duties independently and collaborates with team.
SUPERVISORY RESPONSIBILITY
Ability to work with moderate supervision and some independent decision making.
WORK ENVIRONMENT & PHYSICAL DEMANDS
- Office atmosphere
- Sitting for extended periods of time
- Using a variety of office equipment
- Moderate noise level