What are the responsibilities and job description for the Help Desk Technician position at Grafton?
HELP DESK TECHNICIAN
GENERAL STATEMENT OF JOB
Under general supervision, provides first-level technical support to all users and operations of Grafton’s Information Technology systems. Duties include answering Help Desk queries, resolving issues when possible, routing complex problems to second-level support, maintaining the issue tracking system; troubleshooting and resolving common problems occurring with any of the company’s supported technology. Reports to the Help Desk Supervisor.
SPECIFIC DUTIES AND RESPONSIBILITIES
ESSENTIAL JOB FUNCTIONS
- Take Help Desk phone calls, emails, and issue tracking system user portal entries, creates tracking tickets, performs on-site and in-person visits
- Provide general "how to" assistance
- Reset disabled accounts and/or provide passwords
- Use remote access tools to troubleshoot problems
- Resolve common technology issues on-site at campuses and group homes
- Perform physical desktop imaging utilizing predefined desktop images
- Perform Physical Inventory cycle counts
- Participate in on-call rotations
- Travel to Grafton locations as required
- Performs other duties as assigned.
MINIMUM TRAINING AND EXPERIENCE
- High school graduation or equivalent supplemented by technical/vocational training in relevant area.
- Requires minimum of 1 year of experience providing technical information systems support to include maintaining hardware, software and networking for Windows network environments; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities.
- Certifications such as A , Network and MCP are a plus.
EMPLOYEE BENEFITS
- Medical, dental and vision
- Flexible Spending & Health Savings Accounts
- 401(k), including an employer match
- Generous Paid Time Off plan
- Education Assistance
- Life Insurance
- Employee Assistance Program (EAP)
- Short-term disability (STD)
- Long-term disability (LTD)
- As Grafton is a 501(c)(3) non-profit, you may be eligible for federal student loan forgiveness
Grafton is an equal employment opportunity employer and tobacco-free workplace.
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