IT Help Desk Technician

Overview

Xpress Global Systems (XGS), brings innovation, efficiency, and scalability to the shipping and distribution of flooring products. We give our partners the intelligence and control they need to compete in a world of increasingly high customer expectations. Our success is built on core values that guide us in everything we do while creating an environment of learning and growth for our people.

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving initial and escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level

Responsibilities

What you'll be doing at XGS...

Strategy & Planning:

• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Alert management to emerging trends in incidents.
• Acquisition & Deployment
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Operational Management
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Validate fixes to ensure an incident has been adequately resolved.
• Develop tutorials and FAQ lists for end users.
• Contribute to technician knowledgebase as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• Perform post-resolution follow-ups with end users.
• Ability to participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.
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Qualifications

What XGS is looking for in an ideal candidate...

Formal Education & Certification

• Associates Degree in Information Technology and two years equivalent work experience required.
• CompTIA A , Network , ITIL and/or current Microsoft certifications are preferred.

Knowledge & Experience

• Knowledge of advanced computer hardware, including PC desktops, laptops, VOIP.
• Experience with desktop and server operating systems, including Windows 10 Professional/Enterprise and Microsoft Server 2019.
• Extensive application support experience with Microsoft Office, anti-virus software, Mimecast®, Zultys.
• Working knowledge of a range of management and diagnostic utilities, including ManageEngine, PDQ, and PRTG.
• Experience working in an ITIL-focused environment and working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Fluent English language skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues is required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Is expected to use discretion, have good judgment, prioritization, organizational or management ability, initiative, and the ability to work independently.
• Must be able to prioritize tasks, have strong organizational skills, and be customer service oriented.
• Able to travel 15-25%

Work Conditions

• 30-hour (Part-Time) or 40-hour (Full-Time) onsite work week.
• Sitting for extended periods of time.
• Occasionally stoop, kneel or crouch
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Consistently maintains excellent personal attendance records.
• Frequently lift objects weighing up to 30 pounds.
• Correctable vision and hearing.
• Clear and understandable speaking voice for the purposes of telephone communication

Environment

Most work is conducted in a comfortable office environment but exposure to site conditions may also occur. Personal protective equipment must be worn in all areas as required. Although the work usually is not considered inherently dangerous, must be careful while performing onsite services.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. XGS reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment