IT Help Desk Technician

Description

Position Overview:

The Help Desk Technician provides technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. This is NOT a hybrid position.

Essential Job Functions:

• Be a self-starter, work independently unsupervised and team player.
• Troubleshoot and resolve issues with hardware or software
• Effectively communicate with team members and internal customers
• Provide excellent customer service with the users and other members of the IT team
• Repair and replace equipment as necessary
• Provide support, including procedural documentation and relevant reports
• Create new users' accounts and profiles
• Update required documentation such as hardware and software inventory
• Document actions and responses in the Helpdesk system
• Prioritize and multitask assigned tickets and meet established deadlines.
• Install and configure computer hardware and software
• Maintain procedures and reports that provide technical support to the entire organization.
• Provide written weekly update report
• Provide mobile device support (Android/Iphone)
• Monitor/Replace Network devices (as required under direct supervision of Network Manager)
• Performs other duties as required

Qualifications

• Three (3) years’ experience as an IT Help Desk Technician
• BA in IT, Computer Science or similar relevant field, industry recognized technical certifications, or commensurate experience
• In-depth knowledge of computer systems and mobile devices
• Hands on experience with diagnosing and resolving basic/intermediate technical issues
• Excellent written and oral communication and interpersonal skills
• Customer-oriented and patient
• Must be willing to travel to other company locations (Less than 10%)

• Knowledge of the following is helpful but not required:

Physical Requirements: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, sit and/or walk on a hard surface as well as safely bend, stoop, reach, climb steps and use ladder.
• Lift up to 25 pounds.
• Vision abilities required: close vision, peripheral vision, depth perception, and the ability to adjust focus. Vision to accurately read all related distribution documents and computer monitor screens.

EEO

The Company is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, religion, sex, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), sexual orientation, gender identity or any other consideration protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers. Furthermore, it is Company policy to provide equal opportunity to individuals with disabilities and protected veterans in all phases of the employment process and in compliance with applicable laws. This policy of non-discrimination shall include, but not be limited to recruiting, hiring, promotions, demotions or transfers, layoffs, recalls, terminations, rates of pay or other forms of compensation, selection for training, and recruitment or recruitment advertising. The Company will provide reasonable accommodations to any employee with a known disability who is otherwise qualified to perform the essential functions of his/her job, unless such an accommodation would present undue hardship on the Company’s business operations or unless doing so causes a direct threat to the health and safety of the employee or others in the workplace. An employee who believes that he/she requires a reasonable accommodation because of a disability must notify Human Resources. The Company is committed to providing employees with a work environment free of discrimination and harassment. All employment decisions at the Company are based on business needs, job requirements and individual qualifications.