Help Desk Technician

The Help Desk Technician will be primarily responsible for assisting in the troubleshooting of IT tickets.

What a Help Desk Technician does daily:

• Tracks and monitors support issues to ensure a timely resolution and that all issues are resolved to the end user’s satisfaction
• First point of contact for all service requests for technical support in a Microsoft Remote Desktop environment
• Provide support for Windows 10 Laptop/Desktop Operating Systems
• Identify, research, and resolve technical problems within technical abilities. Expected to use company ticketing system, knowledgebase, and internet for research
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Analyze and resolve problems with core business applications
• Manage inventory of all stock items (paper, forms, PCs, PC parts, peripherals, etc)

Additional Responsibilities:

• Carries out duties assigned System Administrators or Director of Information Technology as required.

Education and Experience:

• Abilities in Root Cause Analysis and troubleshooting experience with ability to problem solve on the fly

Knowledge, Skills and Abilities:

• Experience with all Microsoft Standard Applications/Operating Systems
• Office 365 support and administration
• Knowledge of Active Directory administration including account creation, group member administration, and computer management
• Excellent troubleshooting skills
• Excellent Customer Service & interpersonal skills
• Excellent verbal and written communication skills
• Self-starter with detail oriented work habits
• Able to maintain confidentiality
• Display professional demeanor

Physical Requirements:

• Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity.
• Occasional lifting (up to 20 pounds).

Working Conditions:

• Normal office environment. This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners.