Helpdesk Technician

Job Title: Helpdesk Technician

Department: Information Technology

Reports to: Director of Information Systems

Supervises: None

Other Reporting Relationships: The employee may temporarily, or on an ongoing basis, direct the activities of other(s) as determined appropriate by supervisory personnel.

Internal Relationships: Builds and maintains positive and productive working relationships with fellow employees.

Member-Consumer Relationships: Builds and maintains positive member-consumer relationships promoting the Cooperative’s plans, procedures, and services as well as promoting a positive image for the organization and its goals and objectives.

External Relationships: Builds and maintains positive external relationships with the general public and other organizations which contribute to the overall success of the organization and reflects positively on the organization and its goals and objectives.

PURPOSE OF POSITION

The Helpdesk Technician is responsible for delivering high-quality technical support and assistance to end-users within the organization. This role serves as the first point of contact for troubleshooting hardware, software, and network-related issues, aiming to resolve issues promptly to minimize disruption and enhance user productivity. The Helpdesk Technician will diagnose problems, guide users through step-by-step solutions, escalate complex issues as needed, and document all support activities. By maintaining an efficient and customer-focused helpdesk experience, this role contributes to improved technology utilization and supports the organization’s overall operational efficiency and effectiveness.

MAJOR OBJECTIVES AND RESPONSIBILITIES

ACCOUNTABILITY - The following activities are specific to this position:

• Provide first-level technical support to end-users via phone, email, or in-person.
• Troubleshoot and resolve hardware, software, and network issues.
• Assist with the setup, configuration, and maintenance of computer systems and peripherals.
• Document and track issues using a ticketing system.
• Escalate complex problems to higher-level support teams as necessary.
• Maintain a high level of customer satisfaction by providing timely and effective support.
• Assist in the deployment of new hardware and software.
• Perform routine maintenance and updates on IT equipment.
• Provide basic training and guidance to end-users on IT-related topics.
• Provide support for mobile devices and remote access.

The following activities are performed by all CEMC employees:

• Observe all safety rules.
• Keep informed of all CEMC plans, policies and programs.
• Keep supervisor informed of all activities.
• Exercise reasonable care in the use of and security of all CEMC assets.
• Make every effort to serve all consumer-members courteously and efficiently; to respond to their inquiries appropriately, and if necessary, refer them to the appropriate party for resolution.

POSITION SPECIFICATIONS

Position Title: Helpdesk Technician

Education: High school diploma or equivilant; Associate Degree in Information Technology or a related field a plus.

Job Training, Experience, and Knowledge: Previous experience in a technical support, IT helpdesk role, or customer service focused role desired, preferably in a fast-paced or customer-focused environment. Basic understanding of computer systems, networks, and common software applications. Experience with Windows operations systems, familiarity with common office software (e.g. Microsoft Office Suite), basic knowledge of networking concepts (TCP/IP, DNS, DHCP) desired.

A combination of educational equivalents, and/or directly related prior work experience and/or training with demonstrated proficiency may be substituted for any or all of the educational requirements.

Abilities and Skills: Must be capable of working independently. Must have the ability to communicate clearly and effectively in written and oral form on an individual and group basis. Must have strong mathematical abilities and the ability to perform responsibilities effectively and timely. Individual must have the ability to perform multiple tasks and maintain a high degree of accuracy in projects and detail. Must be proficient, or capable of demonstrating proficiency in a short time, the effective utilization and application of computerized and related technological methods to the duties of the position. Must have the ability to work as a team in the promotion and accomplishment of the organization’s goals and objectives overall and as they relate to the department. Must have the ability to interact positively with others, solve problems and communicate solutions to others constructively. Must have a customer-focused attitude, a passion for helping others, as well as a willingness to learn and adopt to new technologies.

Equipment and Machinery Operated: Motor vehicles, computers, small hand held or mobile electrical instruments and devices, small hand and power tools, and customary office and business communications equipment are utilized in the position.

General physical activity and demands: Lifting and moving of weights in excess of 75 pounds is infrequent but occasionally required. Position requires the individual to be capable of standing, stooping, bending, climbing, crawling, reaching and grasping and frequently walking long distances. Good hand to eye coordination is necessary as is the ability to read electronic displays and screens, printed materials and maps. Duties of the position are performed both indoors and outside with exposure to weather extremes.

Driver’s License requirement: Must maintain a valid N.C. Driver’s License of the type specified by the Cooperative as necessary to carry out the duties assigned to the position.

Overtime Status: This position is not subject to the overtime requirements of the Fair Labor Standards Act, as amended.

Non-Discrimination: This position shall be filled on the basis of qualifications and ability to perform the essential functions of the job and without regard to race, religion, color, sex, age, or national origin.

NOTE: Individual must possess and maintain the mental and physical competencies necessary to perform the duties of the position. The responsibilities and duties specified in this job description and the information contained in the accompanying position specifications are intended to generally reflect the nature of the position. The responsibilities, duties, tasks, and reporting relationships may change from time to time either temporarily or ongoing based on the needs of the employer. Such changes may be made by the employer in oral or written form. The individual is expected to work extended and/or irregular hours if necessary or assigned. The individual also assists in the restoration of service in emergency situations. The employment described herein is at the will of the employee and the employer.