Helpdesk Technician

Description

Job ID: Help Desk Technician 

Location: Northwest Office 

Position Type: Full –Time 

Position Summary: 

The role of the HelpDesk Technician is to assist users with the use of IT applications, products and services and to ensure that an effective solution is provided to the user.

Essential Duties and Responsibilities:  

· Represents Information Technology staff members and their services to the end users.

· Provides support for all Information Technology products and services. Including answering questions, troubleshooting, teaching or instructing users regarding software or hardware functions, communicating policy, troubleshooting printer issues and resolving issues with Mitel phone system.

· Determines the most effective manner to resolve customer's technical issue, research and troubleshoot to resolve technical issues. 

· Records tickets in Lansweeper System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.

· Resolves Level 1 work orders. Elevates complex or high priority problems to the team for resolution.

· Verifies solutions for the user's problems through verbal or email follow up.

· Works on HelpDesk related projects as assigned by supervisor.

Qualifications and Experience Requirements:

· Experience in hardware, software, network troubleshooting and basic operating systems. 

· Customer service experience is preferred.

· Experience handling confidential information.

· Ability to communicate effectively technical or non-technical language to users.

· Ability to work projects and assignments requiring solving problems and determining solutions.

· Ability to work independently and in a team setting.

· Must be able to learn and support new and quickly-changing technologies.

· Ability to research solutions or information regarding technical issues.?

· Excellent interpersonal skills to provide effective phone, desk-side, and email support.

· Familiarity with a wide range of standard office automation products.

Education Requirements: 

High School Diploma or GED Equivalent 

A Certification Preferred 

Physical Requirements: 

Ability to use a keyboard to enter and retrieve data.

Must have good eyesight to view computer monitor and phone.

Lifting and/or carrying of 15-30 lbs. or more and the pushing and pulling of carts when necessary.