What are the responsibilities and job description for the IT Help Desk Technician position at Ford Office Technologies?
Ford Office Technologies, a "Top Places to Work Pittsburgh 2024" Company, is seeking a highly motivated and organized IT Help Desk Technician to join our team. This position will provide the first-line remote or on-site technical support of hardware, software, and operating systems ensuring exceptional customer service in a professional business environment. This may also include other network connected devices, depending on the client’s service contract. You will diagnose mechanical or technical problems by applying the basic rules of troubleshooting to identify problems, investigate causes, recommend solutions to correct common failures, and develop checklists for typical problems. This position is based in our Connellsville office.
- Set up new user accounts and profiles, handle any password issues, and support the training and roll-out of new applications.
- Answers basic questions about installation, operation, configuration, customization, and usage of network connected devices.
- Communicate with team members and or customers establishing a good working relationship with other professionals and escalate complex problems when required.
- Prioritize and manage many open cases at one time by maintaining files and records that are needed to track client issues entered into the ticketing database system.
- Help provide a positive experience to the team.
- An Associate's degree or equivalent from a technical school or related work experience is required.
- Minimum of 1 to 3 years working in a professional helpdesk environment.
- A strong understanding of TCP/IP, DNS, SMTP, and other network protocols is preferred.
- A basic understanding of networks, PC computer support, troubleshooting hardware and software issues, or classroom experience.
- Applicants with COMPTIA or A certification is a plus.
- Proficiency with business collaboration tools such as MS Office applications, Outlook, and client specific programs.
- Aptitude for quick learning of technical and procedural topics, self-motivating/self-learning work approach, and the ability to work and set goals with little supervision, while maintaining a strong work ethic.
- Requires the ability to perform multiple duties, be highly organized, work overtime when necessary, and be an excellent team player.
- Must have a clean driving record to include a valid driver’s license and proof of insurability.
OUR MISSION STATEMENT
“Helping businesses thrive by delivering cutting edge office technology, solutions, and unparalleled customer experiences!”
OUR CORE VALUES
Own It * Always Deliver * Continually Improving * Innovative * Optimistic
These are the core values that are the focus of our company culture that allow Ford Office Technologies to fulfill our mission every single day. Our values unite everyone toward a common goal and provide the foundation for a team environment that supports “what’s next” as we expand and grow the company, and the team. They service as the pathway to keep us at the forefront of the industry. We work very hard to solidify the trust that has been placed in us to bring our customers the very best experiences, as well as seamless office solutions now and into the future. From the beginning, Ford’s primary focus has been the customer. We have always believed that going the extra mile to make certain that we offered an unprecedented experience was the only way to do business and that in turn, our customers would come to value Ford Office Technologies as their company of choice.
