IT Help Desk Support Technician

Position Open: March 5,2025

Position Closing Date: March 19, 2025

In Office Work

Job Summary:

Under direction of the IT Assistant Manager, provide Service Desk support to end users by employing technical knowledge of software applications, hardware infrastructure, end user devices, and computer peripherals. Provide assistance in building, deploying, and supporting Windows PCs, network printers, and desk phones.

Duties and Responsibilities

Essential Functions

• Provide exceptional technical support to end users over the phone, remotely, and in person at various site locations.
• Provide advisory and consultative support to end users regarding best practices, configuration settings, maintenance, and updates.
• Analyze, troubleshoot, and resolve common Microsoft 365 and Microsoft Windows 10/11 issues.
• Update user accounts and reset passwords in Active Directory.
• Diagnose and resolve issues related to desktop computers, laptops, phones, tablets, printers, scanners, monitors, docking stations, cabling, and other peripherals.
• Diagnose and resolve issues related to VPN, Multi-factor authentication, and Microsoft Authenticator mobile application.
• Review and process quarantine email in Microsoft 365 Defender portal.
• Accurately log notes in Service Desk tickets in accordance with departmental service delivery guidelines.
• Build, test, deploy, and inventory Windows PC equipment and peripherals in accordance with IT asset management life cycle and scheduled deployment processes.
• Perform computer equipment moves as directed.
• Conduct proactive service advisory visits to customer site locations as directed.
• Diagnose and resolve issues related to desk phone equipment and system.
• Advise end users on reported phishing email messages.
• Maximize first call resolutions and root cause problem analysis to prevent recurrences.
• Write effective knowledge base articles for end user education, self-service content, and IT team knowledge sharing.
• Assist Network and System Administrators as required for general IT support duties.
• Assist with IT project initiatives as directed.
• Contribute and adhere to all MDHA IT policies and procedures.
• Perform other related duties as assigned.

Knowledge , Skills and Abilities Required

Behavioral Skills:

Ability to meet deadlines; ability to perform work with speed and accuracy; ability to organize work in an efficient manner; ability to work well under stress and time pressures; ability to work effectively both independently as well as part of a team; strong problem-solving skills, troubleshooting skills, and decision-making ability; good initiative and assertiveness; strong dedication to quality customer service; ability to work patiently with end users of varying levels of technical ability; ability to provide white glove support to senior executives; strong verbal and written interpersonal and communication skills.

Technical Skills:

Ability to assist computer users with a wide range of hardware and software issues, requests, and questions; ability to troubleshoot and effectively resolve simple to complex problem situations; strong experiential support knowledge of Windows PC hardware and operating systems, printers, phones, docking stations, equipment setup and configuration; Solid troubleshooting, problem resolution and documentation techniques; ability to learn new technology solutions quickly and to adapt to constantly evolving technology platforms, processes, practices, procedures, and methodologies; Willingness and ability to work after hours when necessary.

Physical Skills:

Willingness, mental and physical ability to perform the duties involved in this classification, ability to perform work with or without an accommodation that requires sitting, standing, and walking, dexterity of hands and clarity of vision, speech and hearing and powers of observation, other physical duties as required. Must be able to drive to various site locations and lift up to 40 pounds as required.

Employment Standards

Education and Experience Required

Associate or Bachelor's Degree in computer-related field and/or (3) years of Information Technology technical experience.

Candidates with accreditation earned in foreign institutes are encouraged to apply

Equipment Used

Windows computer equipment, remote support tools, related peripherals, general office equipment, and IT cargo van

Supervision Exercised

none

License(s) Required:

Valid Tennessee driver’s license