Description

The Field Support Help Desk Technician I role provides a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and minor upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion in accordance with established Service Level Objects (SLO’s) and provide end-user assistance where required.

Responsibilities

Help Desk Support

• Manage help desk tickets promptly.

• Diagnose and resolve end-user computer issues, such as hardware and software, password resets and other end-user related problems.

• Respond to end-user issues via phone, email, or chat, and follow up with end-users to ensure issues are resolved.

• May involve light training end users in how to use technologies.

• Escalating more difficult cases to higher IT tier levels of support.

• Communicating effectively with end users, team members, and organization management

• Document end-user interactions

Acquisition & Deployment

• May be asked to conduct research on end-user devices in support of standardization efforts.

• Evaluate and make recommendations for continuous improvement opportunities.

Operational Management

• Perform onsite analysis, diagnosis, and resolution of computer problems for end users, and escalate or implement corrective solutions.

• Accurately document instances of equipment failure, repair installation, and removal, as well as moves and changes.

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required Field Support service levels.

• Collaborate with other IT Department Technicians, Technical analyst and IT Leadership to ensure efficient operation of the organization’s end-user computing environment.

• Where required, resolve minor issues associated with end-user computers related to networking.

• Receive and respond to incoming calls, service desk tickets, emails, or Teams regarding ticketed incidents.

• Answer and perform moves, adds, and change requests as requested

• Maintain, and uphold IT procedures for logging, reporting, and statistically monitoring end-user device operations.

Position Requirements

Formal Education & Certification

• High School diploma, College diploma or Certificate in the field of computer science and/or 1 year equivalent work experience.

Knowledge & Experience

• Excellent technical knowledge of basic computer hardware, configurations and network communication.

• Basic technical knowledge of PC components.

• Hands-on basic troubleshooting experience with computers.

• Working knowledge of networking protocols, and operating systems.

• Able to read and understand knowledge base articles, technical manuals, procedural, and related documentation.

Personal Attributes

• Ability to present ideas in user-friendly language to non-technical staff and end users

• Effective interpersonal skills and relationship-building skills.

• Good written and oral communication skills.

• Ability to present ideas in user-friendly language.

• Understanding of the organization’s goals and objectives.

• Good analytical and problem-solving abilities, with keen attention to detail.

• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.

• Experience working in a team-oriented, collaborative environment.

• Good end-user-service orientation.

• Driver’s license in good standing.

Employee must be able to qualify for licenses and permits required by federal, state, and local regulations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually very loud.

Employee will be exposed to an environment containing unrestricted second-hand tobacco smoke.

Occasional evening and weekend work to meet deadlines.