Help Desk Technician

Receive user problems in the form of Network Service Request and resolve problems immediately under the observation of MIS Network Administrator or supervision of MIS manager. 

Proactively assist users in preventing future problems by looking for root causes, correcting them, and providing training.  

Rail Infrastructire Management Services

• Communicate to others at the Helpdesk and MIS Department potential problems and or patterns of errors. Install and configure new PC's added to the Local Area Network. 
• Provide PC support to all users on the network, both hardware and software. 
• Document all communication to and from users, including resolution and follow-up notes in a designated documentation style. 
• Answer questions regarding system procedures, system status and downtime. 
• Coordinate and track requests for add/change/delete requests. 
• Provide Helpdesk support for “enterprise” applications, such as Exchange (e-mail) and MS Office Professional applications.
• Provide communication of current technology tips, shortcuts and services related to standard PC applications to members of MIS and entire company. 
• Responsible for maintenance of Software and Hardware Library, licensing log and check out/in. Partly responsible for maintenance of MIS Knowledgebase and other documentation where possible.
• Responsible for maintenance/tracking/check out/in of loaner laptops or other IT equipment. Assume other duties/projects as they arise and be responsive to the needs of the department

High school diploma or equivalent. 

• At minimum, must have two to three years network experience supporting LAN, WAN and / or other computer operating systems, and a high school diploma or equivalent.  
  
• Must have active working knowledge of Windows computing and general understanding of networks.  
  
• Must have excellent troubleshooting, organizational, and communications skills, be capable of working collaboratively and handle multiple assignments.