Help Desk Technician

Summary The Help Desk Technician is responsible for maintaining and monitoring end-user workstations and productivity on local area network. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet company and user requirements. Provide support to staff on all company-supported applications. Troubleshoot computer problems, determine source and advise on appropriate action. Complete applicable project-based work. Perform all responsibilities in accordance with all company standards, policies and procedures. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. This employee will respond to telephone calls, emails and personnel requests for technical support. This individual will document, track, and monitor the problem(s) to ensure a timely resolution. Be familiar with a variety of the field's concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Build and maintain knowledge bases for end users and the Help Desk Team.   Essential Tasks (minimum requirements) to be performed with or without reasonable accommodation Support end-user workstations and activities. Investigate user problems and identify their source; determine possible solutions; test and implement solutions. Install, configure and maintain company equipment, devices and systems Develop and conduct various training and instruction for system users on operating systems and other applications; assist users in maximizing use of networks and computing systems. Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network. Manage external user connections and provides phone and other helpdesk support for external users. Manage technical communications to external users including documentation (FAQs and How Tos) Assist personnel of other departments as a computer resource. Provide computer orientation to new and existing company staff. All other duties as assigned Performance Metrics Timeliness (meeting Service Level Agreements) Quality Customer Satisfaction   Education, Experience and Skills Associate's degree in a related area or its equivalent 2-5 years of experience preferred Strong Familiarity with Windows 10 & 11 Some Familiarity with Windows Server 2016/2019 Has been responsible for maintaining and repairing desktop hardware Solid understanding of Active Directory/LDAP and RDP Strong Familiarity with Remote Monitoring & Management (RMM) Tools (ConnectWise, ManageEngine, VMware) Responsible for installing and configuring 3rd party applications Worked with and configured computer networks Providing technical support on-site or via phone or email Must demonstrate strong technical troubleshooting skills Strong familiarity with commonly used end user software (Edge/Firefox, MS Office Suite, Adobe) Ability to handle sensitive and confidential information. Has acquired/can acquire and can maintain a DoD Top Secret (TS) Security Clearance   Supervisory Responsibility This position does not carry any supervisory responsibilities.   Work Environment & Physical Demands Work is performed inside an office setting. Movement of equipment, heavy lifting, bending, stooping etc. occurs on a regular basis. Extensive sitting at times is also required. Occasional evening and weekend shifts required.   Position Type/Expected Hours of Work This is a full-time position. Expected hours of work are in the range of Monday to Friday between the hours of 6:00 a.m. and 6:00 p.m. A typical work day will consist of a minimum of 8 hours worked.   Benefits Full benefit package as outlined per ADC policies and procedures   Given the changing nature of requirements, responsibilities, rules and duties, the expectations and qualifications listed in this job description may not fully express the position's structure. ADC LTD NM is not responsible for any errors or omissions that may be expressed with the information provided.   ADC LTD NM is an Equal Employment Opportunity/Affirmative Action employer. All qualified applications will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status or any other characteristic protected by law.

Salary : $50,000 - $66,000