Help Desk Level 1-Information Technology-Seasonal

SUMMARY

The primary responsibility of the Help Desk Technician is to provide Tier 1 initial technical assistance and support related to computer systems, hardware, or software. Support will primarily be provided via telephone or email. The technician will need to ask appropriate questions and use knowledge and or other resources to diagnose and resolve issues or to appropriately escalate issues that are beyond Tier 1s level of support. A qualified Help Desk Technician will have core technical knowledge, basic analytical skills, will be task oriented, keep detailed logs being able to effectively communicate with customers and IT Team members for effective and complete resolutions. The technician will view every caller as a customer whether or not a resort guest or employee partner, great customer service is an essential part of the position. The ability to work longer hours or overtime is required although infrequent.

EDUCATION and / or EXPERIENCE :

High school diploma or general education degree (GED), and a minimum of 1 year related experience; or an equivalent combination of education and experience. Personal Computer support experience is desirable.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Serve as the first point of contact for users seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Remotely install, make changes, and repair computer hardware and software.
• Walk users through problem solving steps.
• Manage helpdesk tickets in a timely manner.
• Add Helpdesk tickets into the system and record resolutions.
• Follow up and update users on ticket status and information.
• Identify and suggest possible improvements on procedures.
• Identify situations where ticket escalation is necessary.
• Monitor and verify daily, monthly, and yearly system backups.
• Perform daily checks of servers for updates, issues and logs.
• Other duties as assigned by management

SUPERVISORY RESPONSIBILITIES :

This job has no supervisory responsibilities.

PHYSICAL DEMANDS :

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. 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 occasionally required to stand, walk, sit, stoop, kneel, crouch, or crawl. Use of the hands to handle and manipulate objects like screws, bolts, and computer peripheries. The employees must occasionally lift and move up to 75 lbs. Specific vision abilities required by this job include close and distant vision.

WORK ENVIRONMENT :

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. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

Pinehurst, LLC reserves the right to transfer any Employee from his / her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.