Help Desk Technician

POSITION: Help Desk Technician

UNIT: Information Technology

STATUS: Full Time

SALARY: $27.92 - $31.05

POSITION DESCRIPTION:

This position is the frontline for the Information Technology (IT) department and provides first level support to customers. This includes ensuring deployment and operations of equipment, receiving, prioritizing, documenting, and actively resolving end user requests, or escalating incidents as appropriate and necessary. Problem resolution involves the use of HelpDesk software, remote support tools, as well as visits to customers. The individual is accountable for ensuring periodic generation and review of reports, access logs, documentation, procedures, checklists, and other materials. A key component of this role is the formal and informal education of customers throughout the course of business.

HOURS:

This position must be available to work 37.50 hours per week. In addition, this position must be flexible to occasional changes in hours when required.

SKILLS & QUALIFICATIONS REQUIRED:

• Completion of post-secondary diploma/degree in an Information Technology program is required.
• Minimum of two (2) years’ experience within the last three (3) years in a help desk/IT setting providing support is required.
• Experience deploying and troubleshooting computers, thin clients, peripherals, and software.
• Advanced knowledge with Microsoft Office Software including Word, Excel, PowerPoint, Outlook and SharePoint.
• Demonstrated skills in communication with clients in different areas of an organization, training users
• Ability to ensure confidentiality
• Physical ability to set up workstations and peripheral equipment of 20-50 lbs. (with assistance if needed).
• Experience using HelpDesk ticketing and remote support software; Demonstrated ability to document legibly and clearly (written and electronic) and appropriately.
• Proven ability to work in a fast-paced, multi-task environment with minimal supervision utilizing effective organizational and problem-solving skills.
• Demonstrated effective communication and interpersonal skills to provide the highest level of customer service.
• Desirable: Experience in Active Directory, Microsoft Teams, other Microsoft 365 tools, provisioning mobile communication equipment (e.g. tablets, cell phones), participating in customer / departmental huddles and meetings to pro-actively identify opportunities and address end user questions.
• Demonstrated ability to attend work on a regular basis as per the STEGH Attendance at Work Policy;
• Demonstrated previous performance reflective of the Mission, Vision, Values and Code of Conduct of STEGH.

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