Help Desk Technician 1

Summary:

This position provides day-to-day hardware, software, operating system, printer and phone support for corporate offices and remote sites. The Help Desk Technician will respond to support and operation requests that are entered into the help desk ticket tracking system.

Essential Duties and Responsibilities:

• Install, upgrade, and configure computer workstations.
• Provide assistance with troubleshooting software, hardware, phone, and printing issues.
• Assist with the breakdown, relocation, and setup of workstations to accommodate user moves, site moves, site remodels, and new locations.
• Provide user administration and access control for email, distribution lists, Active Directory, VPN, and printer/scanner setup.
• Assist users remotely using VPN, VNC, and other remote management software
• Add, delete, and update users on the phone (VoIP) system
• Maintain secure patch levels on workstations as needed
• Add or remove hardware and software as needed
• Provide support for Windows operating systems, Microsoft Office, SharePoint, and other business applications
• Replace printer toner and ink cartridges
• Maintain mobile job site IT Kits

Education and/or Work Experience Requirements:

• Associate degree or 2-3 years of computer support experience
• Preferred certification: A , Network
• Required experience with supporting Windows operating systems, especially Windows 7 and newer
• Required experience with supporting Microsoft Office 2010 and newer.
• Required experience with computer hardware replacement and upgrades.
• Required experience with installation, upgrades and patching of Windows operating systems and software applications.
• Training or experience with standard IT processes, such as ITIL or ISO IEC a plus
• Training or experience with IT NERC processes a plus
• Experience with using and supporting Microsoft SharePoint a plus
• Experience with phone support a plus

Physical Requirements/Work Environment:

• Most work is performed in an office environment. Some work is performed on a job site. Must be able to sit, stand, bend, twist and lift up to 20 pounds.

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