Help Desk Technician

Position Summary: Our IT Team supports complex corporate, manufacturing, and distribution operations, to include technology-based solutions that extend to our customers and vendors. We are looking for a user-friendly, passionate, hard-working, and talented Help Desk Technician to own IT’s Help Desk technical support and services.

Position Description:

• Participate as a team member in all aspects of Technical Systems support efforts, focused on providing superior customer support and services.
• Answer Tech Support calls and monitor Tech Support message queues (such as voicemail and email) to create accurate/detailed Help Desk tickets. Prioritize requests based on established guidelines.
• Triaging issues reported by users to determine the root cause and possible solution.
• Assessment of type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution. Consult with other members of the IT team on matters that are beyond his/her skill sets.
• Provide support for topics as diverse as system hardware, mobile communications, networking/VPN connectivity, and desktop/server applications, including software installation and/or updates.
• Develop, maintain, and follow Help Desk procedures.
• Accurately documenting all resolved issues in the ticketing system for future utilization in trouble shooting and resolution
• Perform some light cabling as needed.
• Perform light network administration tasks as assigned.
• Provide detailed reports on ticket activity

Required Knowledge, Skills and Abilities:

• ASCS degree or equivalent combination of technical education and work experience.
• Minimum 2 years of Help Desk and/or Desktop Administration experience.
• Excellent problem-solving, communication (oral and written), and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment or independently.
• Possess strong time management skills to handle a wide variety of tasks concurrently while meeting established objectives and timelines.
• Ability and desire to learn, implement, and work with new technologies.
• Ability and desire to increase areas of responsibility as technical skills are expanded.
• Industry certifications such as A , Network and or MTA are desirable, but are not required.

Job Requirements:

• Experience with Microsoft Office (M365, Outlook, Excel, Word, Teams).
• Working knowledge of desktop operating systems: Windows 11.
• Basic understanding of virtual environments is preferred, VMware, Hyper-V, etc.
• Laptop/PC hardware/software deployment technology.

Essential Functions/Physical Demands:

• Positional: Driving in accordance with job duties assigned. Infrequent standing and walking. Constant sitting.
• Gross Mobility: Rare climbing, or crawling. Infrequent balancing, stooping, kneeling, or crouching. Frequent to constant reaching and handling.
• Sensory: Rare tasting/smelling. Infrequent use of color vision. Occasional use of far visual acuity, depth perception, and field of vision. Frequent use of near and midrange visual acuity, and visual accommodation. Frequent to constant talking.

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.