Help Desk Technician

• General Function The Help Desk Technician supports all Means Industries approved hardware & software for all locations. This includes the steps in the lifecycle of the HW and SW: installation, training, proactive maintenance, repair, problem solving, and end user assistance, for all IT related systems, applications, and databases.
  
  

Duties And Responsibilities

• Manages the problem management system, including Help Desk administration as well as hardware and software inventory management.
• Logs and tracks support requests and their resolutions.
• Performs network account management through the administration and maintenance of end user accounts, permissions, and access rights (driving maps and resetting credentials as needed).
• Conducts installation, set-up, monitoring, maintaining and proactive troubleshooting of any business approved hardware and software such as personal computers, printers, audio/visual and telecom related peripherals.
• Provides support in network troubleshooting.
• Regular report generation for data analysis and problem resolution.
• Strong customer focus (e.g., lead time, on time delivery and quality).
• Improvement of working processes:
• Communication
  
  

Work Requirements

Knowledge and Skills:

• Solid working knowledge of information security concepts
• Demonstrated proficiency with set-up, maintaining and troubleshooting computers, printers, software, telecom and mobile related peripherals
• Basic network troubleshooting
• Direct facing Customer Service role as Tier 1 and 2 support and training
• Use of Helpdesk and monitoring software
• Recent Microsoft Windows client platforms
• Mail system (MS Exchange)
• Basic Microsoft database troubleshooting
• Strong customer focus with the ability to identify and prioritize urgent requirements
• Builds and maintains constructive, effective relationships to achieve objectives
• Takes ownership and works independently on assignments but also acts as a real team player when working together on projects and daily tasks
• Strong communication skills – communicates in an open and transparent way and this at all levels, adapting style towards the audience
  
  

This job description is designed to outline primary duties, qualifications and job scope. Duties are not limited to those listed above. It is our expectation that each employee will offer his/her services as needed to ensure the success of our business endeavors.

Education

Bachelor’s Degree in IT or related degree.

Experience

3 years of relevant work experience. See job description