What are the responsibilities and job description for the Help Desk Technician position at The Jaynes Team?
Summary/Objective
Help Desk Technicians are flexible, customer-oriented team players with the ability to manage multiple tasks and resolve technical issues.
Essential Functions
- Monitor and maintain asset management system, including tracking loaned equipment and necessary maintenance/repairs
- Monitor and maintain Helpdesk ticket generation and logging system
- Perform occasional remote installation and/or removal of software packages from Windows 10 based computers
- Manage and maintain printers, including entering address books and email addresses as needed
- Assist users (remote and local) with connecting desktops, laptops & mobile devices (phones and tablets) to wiFi, email, printers, projectors, etc.
- Update and maintain procedure manual
- Route incoming phone calls to the appropriate technician
- Manage the shipment of computers/network hardware and arrange for distribution of equipment to appropriate person upon receipt of equipment
- Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
Qualifications
- Strong written and verbal communication skills
- Familiarity with Windows 10 operating system
- Ability to learn and support new systems and applications
- Ability to lift items weighing 40 lbs
- Call center experience supporting technical issues is a plus
- Knowledge of mobile device settings a plus (apple / android)
Competencies
- Communication Proficiency
- Problem Solving/Analysis
- Thoroughness
- Time Management
- Customer/Client Focus
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
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.
While performing the duties of this job, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work
This is a full-time non-union position, Monday through Friday, 8:00am to 5:00pm. Occasional evening and weekend work may be required as job duties demand.
Travel
No travel is expected for this position.
Required Education and Experience
2-3 years of technical or customer support, or similar.
Additional Eligibility Qualifications
- Must pass a pre-employment screen, including but not limited to: drug and alcohol screen, background check, motor vehicle records check and reference check.
- Current and valid drivers’ license in the state of permanent residence (must be insurable by Jayne’s automobile insurance carrier in order to drive a Jayne’s vehicle or personal vehicle for company purposes).
Work Authorization
Jaynes Corporation requires that all employees be legally authorized to work in the United States. Any person employed by Jaynes must complete the federal Employment Eligibility Verification Form (I-9) and will be entered into the federal E-Verify system.
AAP/EEO Statement
All employment decisions at Jaynes are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national, social or ethnic origin, age, disability, genetics, sexual orientation, or any other status protected by the laws or regulations in the locations where we operate. Jaynes will not tolerate discrimination or harassment based on any of these characteristics.
Benefits
Jaynes Corporation is an employee-owned company and offers an exceptional benefits package. In addition to a competitive base salary, regular full-time employees are eligible for medical, dental, and vision insurance; a health savings account (HSA); dependent care flexible spending account (FSA); company-paid and supplemental life insurance; long term & short term disability insurance; cancer, accident & hospital indemnity coverage; retirement planning including 401k and Employee Stock Ownership Plan (ESOP); bonus plan; paid holidays; and up to 5 weeks of paid leave.
Additional wellness benefits include an onsite healthcare clinic for employees and their dependents, a comprehensive employee wellness program that includes financial incentives, free weekly yoga classes, an employee assistance program (EAP), and a fitness membership reimbursement program.
Regular part-time employees and interns are eligible for limited benefits.
PLEASE NOTE:
Job descriptions are designed and intended only to summarize the essential duties, responsibilities, qualifications and requirements for the purpose of clarifying the general nature and scope of a positions role as part of the overall organization.
Job descriptions do not list all tasks an employee might be expected to perform, and they do not limit the right of the supervisor to assign additional tasks, or otherwise modify duties to be performed, even if seemingly unrelated to the basic job.