What are the responsibilities and job description for the Help Desk Technician I position at Alamo Trust, Inc?
The Alamo is looking for a Help Desk Technician I to provide excellent in-house technology support!??
Full-time with benefits, including employer paid medical for employee, paid time off, short term disability, generous retirement match.
POSITION SCOPE
Serve as the initial point of contact for both onsite and remote end user requests and respond swiftly and appropriately based on self-determined severity of incidents; provide tier 1 and 2 support in person, electronically, or via phone, or escalate to the appropriate area. Prepare all computers and phones with the necessary applications and software: including, but not limited to, Microsoft Windows, MS Office Suite, Adobe, etc.
DUTIES, RESPONSIBILITIES & ESSENTIAL FUNCTIONS
Provide a professional, efficient, and approachable support and service while maintaining a high level of customer service to the Alamo.
Coordinates, diagnose and troubleshoots incoming employee calls and tickets
Provides ticket status updates to management and end-users
Supports and maintains effective relationships with users\outside provider
May require occasional after-hours remote support
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
This is an entry level position and will be an on-site role
REQUIRED QUALIFICATIONS
Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops
Working experience with replacing and/or upgrading an end user from one system to another
Excellent professional communication skills, electronic and in-person
Experience supporting Dell hardware
Must be able to respond to questions promptly and accurately.
Must be able to multi-task and self-motivate
Must be able to deal with various levels of personality traits and maintain self-control.
Must be self-motivated and willing to work with others.
Must possess a positive attitude.
Must have integrity and basic desire to contribute to the success of The Alamo.
Must prepare reports and documents in a logical and grammatically correct manner.
Must be able to work Monday through Friday, and extended hours if required.
Satisfactory completion of background and post-offer drug and alcohol testing.
RESPONSIBILITIES
Provides support services to employees with technical problems and information technology issues involving applications or hardware from local personnel or from employees using network remote access
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
EDUCATION AND EXPERIENCE
High school diploma or GED equivalent required, associates or bachelors degree preferred.