IT Help Desk Technician

Position Summary: The Help Desk Technician will support efficient operations by providing vital hardware and software support for internal team members. This role reports to the helpdesk Manager and will engage with employees on resolution of critical service issues relating to technology tools, ensuring that internal customers can provide effective service to Paraco residential, commercial and industrial customers.

Key responsibilities and essential job functions include, but are not limited to:

• Responding to incoming service requests from employees.
• Providing first and/or basic second level support via phone, chat and email including password resets, etc.
• Tracking and documentation of issues including resolution or escalation to systems, network or other technology professionals as needed.
• Monitoring and follow up with a goal of achieving issue resolution.
• Inventory management of technology components including computer hardware and software.
• Performing computer system maintenance on desktops, notebooks, printers, mobile and handheld devices.
• Interacting with third party hardware and/or software vendors by initiating and supporting vendor services as necessary; dispatching additional service from vendors if required.
• Performing administrative support:
  • for the office and call center desk and soft phones;
  • for the mobile phones;
  • to our business users for key business applications including ADDs, Ravens, Great Plains, Roadnet, My Account, Extranet, Intranet, etc.
  • for productivity tools like Active Directory, Gmail, Outlook, Zoom, Microsoft Office applications, etc.
  • for security activities including email spam control, email whitelist and blacklist, file control, etc.
• Other projects and assignments as needed.

Desired skills and experience:

• Pursuing an Associate's Degree or Bachelor’s Degree in Computer Science, CIS, or related field; OR at least 1 year of technology support in Help Desk, Level I or II desktop support, or consumer-facing technical support.
• Network , A or other support certifications preferred but not required.
• Effective verbal communication skills to speak with vendors and other employees.
• Problem resolution skills: Active listening, positive attitude, taking ownership, and leveraging knowledge.
• Strong interpersonal skills, customer focused, enthusiastic, committed, motivated and resourceful.
• Ability to travel to other regional locations to provide hands-on support as needed.
• A currently valid driver’s license with a clean abstract of operating record.
• Position is Tuesday to Saturday, with ability to work occasional overtime that will be based upon business needs.