What are the responsibilities and job description for the Associate Help Desk Technician position at The Gazette?
Job Summary:
Provides basic technical support and troubleshooting network, laptops, desktop and/or systems hardware and software in a fast paced environment.
Essential Job Duties and Responsibilities:
- Serves as the initial point of contact for troubleshooting hardware; software; PC; and printer problems.
- Assists with the installation, configuration, and upgrade of computer hardware and software.
- Provides basic end-user software troubleshooting and support.
- Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
- Provides troubleshooting and support.
- Assists in the administration of e-mail systems.
- Provides phone and help-desk support for local and off-site users.
- Maintains current knowledge of relevant technology as assigned.
- Produces service requests and incident reports; follows-up to ensure timely disposition and closeout of incident reports and service requests; and tracks all action items and referrals through resolution.
- Participates in special projects as required.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Minimum Education & Work Experience Requirements:
- Requires a high school diploma or GED.
Knowledge, Skills and Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
- 1-3 years of directly related experience supporting help desk operations and remote support to end users.
- Experience administering Active Directory/Microsoft 365.
- Demonstrated hands-on experience with Operating Systems (Windows, Mac, and others).
- Demonstrated hands-on experience with ITSM tools (JIRA/Atlassian etc…)
- Must be willing to respond outside of normal business hours to resolve critical issues including nights, weekends, and holidays.
- Requires a high level of customer service commitment; as well as good oral and written communications skills.
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.
The employee must frequently lift and/or move up to 30 pounds and occasionally lift and/or move up to 50 pounds.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; sit; use hands and reach with hands and arms. The employee is regularly required to stoop, kneel, crouch, or crawl.
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.
The noise level in the work environment is usually quiet.
Other Considerations
- Shift schedule - needs to be flexible to support 24x7, 365 days. Normal Duty hours M-F 8am-5pm with rotational on-call schedule.
- As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance for improper security practices.
Job Type: Full-time
Pay: $21.63 - $22.59 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- On call
- Rotating weekends
- Weekends as needed
Experience:
- Help desk: 1 year (Required)
Work Location: Hybrid remote in Colorado Springs, CO 80903
Salary : $22 - $23
