The Helpdesk Technician is responsible for consistently providing professional support for a wide range of technology services needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

MAJOR RESPONSIBILITIES/DUTIES/TASKS

• Provide technical assistance and troubleshooting related to personal computer (PC) software & hardware and telecommunication services, including connectivity, to all LM and LMS employees, subcontractors, and affiliates.

• Provide efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to address requests.

• Thoroughly and accurately document all activity in the organization’s trouble-ticketing system.

• Troubleshoot issues presented in a timely and accurate fashion.

• Provide end user training and assistance where required.

• Collaborate with other IT support personnel for topics beyond the scope of first level support.

• Possess ability to independently organize own work to meet established objectives, using discretion in performing duties.

• Consistently provide polite, professional, and patient telephone support for a wide range of technical support needs to a geographically dispersed user population representing widely varying levels of technical capabilities.

• Work with end users to identify and deliver required software and hardware service via telephone, email, and in-person interaction.

• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware, networked peripheral devices, and telecommunications services.

• Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for complex PC issues.

• Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.

• Maintain up-to-date knowledge of relevant software and hardware products.

• Other duties as assigned.

Education/Experience Required:

• Acceptable Major/Discipline of: Associate degree in computer science, information technology, business, or related field. Experience in lieu of education considered.

• No minimum experience required. 2 years of Helpdesk experience preferred.

• Possess theoretical and practical knowledge of software and hardware and exposure to assisting others with needs related to the topics.

• Excellent technical knowledge of network operations and PC hardware and peripherals.

• Comprehensive working knowledge of computer systems and commonly used software, specifically current versions of Microsoft Windows and Office suite of products.

• Capability to quickly grasp support requirements for software and processes specific to the user-operating environment.

• Powershell skills a plus.

Travel required? (non-field work related): Yes /