Help Desk Technician I

JOB SUMMARY – The Help Desk Technician will provide Tier 1 support to our employees and staff via phone, email, and desk side. This individual will ask appropriate questions and use knowledge and resources to diagnose and resolve issues, escalating when necessary.

PRINCIPAL DUTIES AND RESPONSIBILITIES

· Serve as the first point of contact for employees seeking technical assistance

· Perform troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the employee through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Assist with maintenance of multi-function devices and printers including changing toner, loading paper, and other onsite support required

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update employee status and information

· Pass on any feedback or suggestions by employees to the appropriate internal team

· Identify and suggest possible improvements in procedures

· Assist in the development of training materials, user documentation, etc.

· Other duties as assigned

REQUIRED AND PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

· Bachelor’s degree in Information Systems or a closely related discipline or equivalent experience required

· Experience in VMware environment including ESXi, vCenter, HA, DRS, and VSphere Datastores using SAN

· Must be capable of light-duty lifting/carrying of IT equipment

· Ability to work as a team member

· Ability to structure work to meet department goals and deadlines

· Ability to approach end-user problems and questions with a high degree of understanding and tactfulness

· Ability to multi-task

· Ability to be creative and persistent in problem-solving

· Strong organization and planning skills

· Ability to analyze particular situations or data as presented and develop possible solutions for implementation

· Able to get the job done in a timely, accurate, and thorough manner

· Ability to access a situation and make quick decisions when necessary

· Demonstrates ability to manage complex issues while maintaining a flexible, positive, and cooperative demeanor

· Responds promptly to operations leaders and stakeholders to facilitate informed decision-making

· Troubleshoots assigned issues, gathers evidence and investigates all relevant information with participants, vendors, and internal departments to resolve the problem in a cooperative and collaborative manner

· Excellent Verbal & Written Communication Skills

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person