Help Desk Technician

Role & Responsibilities:

• Device Support
  • Basic troubleshooting of corporate device hardware and software, including but not limited to workstations, laptops, cell phones, desk phones, printers, scanners, copiers, and tablets.
  • Hardware deployment and replacement
  • Hardware removal
  • Track and maintain inventory
  • Ensure we maintain assigned stocking levels

• Help Desk software and ticket management
  • Evaluate new tickets to ensure that the proper support team responds to the problem
  • Follow the escalation procedure to escalate Tier 2 and Tier 3 tickets to the proper support groups
  • Identify related issues to ensure that each problem is escalated to the proper support team as quickly as possible
  • Ensure tickets are resolved efficiently with the appropriate resolution

• Image Creation and Deployment
  • Create system images based on approved system builds
  • Ensure the approval procedure has been completed prior to deployment of all system images
  • Deploy system images to new and existing hardware

• Purchasing
  • Obtain quotes for required equipment
  • Use internal approval systems to obtain Purchase Orders

• Software Support
  • Follow software licensing procedures
  • Report any possible licensing infractions to System Administrator
  • Basic troubleshooting of in-house and purchased software
  • Work with Tier 2 and Tier 3 support groups to ensure all software issues are resolved

• User Support
  • Provide End User support in person, phone, email, or through the Help Desk ticketing system.
  • Answer basic technical questions for staff and guests.

Qualifications:

• All other duties as assigned by IT management
• A 2 year diploma or equivalent in Information Technology
• CompTia A is an asset but not required
• CompTia N is an asset but not required
• A class 5 driver’s license
• Personal transportation

Required Skills:

• Able to carry and lift items up to 50 pounds.
• Must be able to work well with others.
• Able to troubleshoot issues, evaluate solutions, implement resolutions, and possibly escalate the incident.
• Ability to efficiently and effectively communicate with staff via phone, email, or in person.