Help Desk Technician

SUMMARY: Assumes primary responsibility for answering Help Desk tickets for technical assistance. Provides user support, including basic training, problem diagnosis and problem resolution. Assists in the delivery, set up, retrieval and maintenance of all IS related hardware. Assist the client with internal and external scheduled events that requires IS related equipment. This position will assist with hardware deployment and maintenance of computers, monitors, printers, etc. Assist with departmental administrative tasks as time permits.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

• Answer, troubleshoot, resolve and/or escalate IS support tickets via phone, e-mail and/or web request following the guidelines and procedures outlined by the department policies and procedures.

• Properly gather information and document all trouble tickets in the web help desk as outlined by the department policies and procedures.

• Responsible for escalating non-routine technology issues to the appropriate IS Helpdesk staff member for resolution or further escalation

• Configure, support, and deploy end user devices such as computers, thin-clients, printers, A/V systems, etc.

• Documentation of all application support procedures for both internal and external developed software.

• Maintain accurate inventory of all assets.

• Provides hardware and software support including client orientations and training.

• Participate in the afterhours support process as outlined by the department policies and procedures.

• Assists in the delivery, set up, retrieval and maintenance of the hardware used for internal and external scheduled events that require the use of laptops, LCD projectors, televisions, conference telephones, electronic recording devices, etc.

• Assist IS departmental staff with administrative duties when applicable

• Engage in continuous improvement opportunities as required.

• Maintain compliance of IATF 16949 / ISO 9001 / ISO 14001.

Follows all safety, housekeeping (5S) and company policies and procedures.

Coordinates and maintains all job responsibilities in a continuous and flexible manner and performs other related duties and job assignments as required.

QUALIFICATIONS: 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: At least a two-year Associate’s degree in Computer Science is preferred; however, a technical certification or job experience may be substituted for education. One year of hands-on experience

working as a Help Desk technician is preferred. CompTIA A+ certification preferred. Experience working with hardware and software in a networked environment is preferred.

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.

While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear, and walk. Occasionally bend, squat, reach, twist/turn and lift up to 50 lbs. to waist level, 15 lbs. overhead. Specific vision abilities required by this job include ability to adjust focus.

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