Help Desk Technician

The role of the Desktop Computer Support Technician is to assist with configuring, installing, maintaining, and repairing computer workstations, laptops, network devices and printers. The Desktop Computer Support Technician is responsible for providing network access connectivity, information, support and/or recommendations regarding desktop installations and

configurations; for providing coworkers access to technology and data analysis tools to increase their efficiency and effectiveness; and for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The position requires working in a fast-paced environment providing services via phone, e-mail and in person. Work requires initiative, sound judgement, and collaboration with the helpdesk team. Presence at Relay’s main campus and the ability to travel to other Relay sites during normal business hours are essential

functions for this position.

80% Hardware, Software and End-User Support: · 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.

20% Other: · Other duties as assigned. · Perform all duties in a timely manner, consistent with internal processes and with flexibility to meet urgent or important needs.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Minimum three 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

• Highly proficient 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:

VISION Disabled People Belong. Everywhere. MISSION We transform workplaces and communities by championing disability inclusion. CORE VALUES EQUITY Everyone has what they need to thrive at work. JUSTICE We are focused and unrelenting in our pursuit of disability justice. STRENGTHS We leverage our individual strengths to build a unified team. IMPACT We prioritize the impact that our behaviors have on others over our intentions. GROWTH We embrace continuous learning and practice progress over perfection.

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

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Office atmosphere

• Sitting for extended periods of time, moving from office to office and between buildings,

including driving to offsite locations.

• Using a variety of office equipment, relocating equipment, rolling utility carts, using hand

carts to move boxes.

• Moderate noise level