IT Helpdesk Technician

SUMMARY OF POSITION 

The IT Helpdesk Technician position is responsible for the delivery and support of IT services to the end user, including deployment of user computer hardware, software, printing/scanning, telephony, and other workplace technical services.

ORGANIZATION STRUCTURE

The IT Helpdesk Technician function reports to the regional IT Infrastructure Manager.

RESPONSIBILITIES

Primary responsibilities of this role include the following:

1. Desktop/Laptop Computer management

1. Develop and maintain standard computer configurations for end-user computers 
2. Configure and deploy computers and associated peripheral equipment to meet the needs of the business.
3. Maintain deployed computers through troubleshooting, repair and/or replacement
4. Manage inventory, tracking and disposal of end-user IT equipment

1. Desktop Software Management

1. Install and configure general purpose end-user desktop software.
2. Provide daily user support for installed desktop applications.
3. Investigate, evaluate and recommend software applications to meet business needs
4. Maintain inventory of installed desktop software
5. Maintain software media and installation files

1. Network Printer Support (including copiers/scanners)

1. Installation of new network printers and network attached scanning devices
2. Maintain network printers through routine maintenance, troubleshooting, repair and/or replacement
3. Coordinate associated vendor-provided services

1. User Account Management

1. Perform user account management including user account creation, password resets, and granting/revoking system access. 

1. Special Purpose Computer Support

1. Provide technical support for computers used as dedicated control systems for laboratory and manufacturing processes.
2. Provide imaging and restore services for special purpose computers upon request of the business unit responsible for the equipment
3. Management of computer, audio, and projection systems for conference rooms.

1. Network Infrastructure Support (under the direction of the Network Administrator)

1. Troubleshoot issues with site wire plant
2. Basic installation of network/data wiring
3. Routine configuration / maintenance of network hardware infrastructure.

1. Phone System Support

1. Add/Move/Change of endpoint devices
2. Daily support for local phone system and associated devices
3. Local technical point of contact for contractor interactions
4. Manage inventory of desktop devices

1. Business Application Support

1. Provide user and administrative support for business applications as assigned.

1. Documentation

1. Develop and maintain system documentation
2. Develop and maintain user training materials

Secondary responsibilities of this role include the following:

1. Other work as assigned by IT management.

QUALIFICATIONS

• Education requirements: BS in information technology strongly preferred.  AS degree or compensatory work experience would be considered.
• Work Experience: 3 years in IT support / helpdesk roles
• Strong customer service mindset and inter-personal skills
• Highly effective working in a supportive, team-oriented work force

GMP DECISION-MAKING AUTHORITY

None