Service Desk Technician

3 weeks ago

Des Moines, United States JT Logistics Full time

Supports the computing and telecommunication network operations for JT Logistics Solutions and all related and subsidiary companies. Supports and maintains phone systems, peripheral equipment, networks, communications equipment, software, and hardware needs. Maintains and monitors end-user workstations and productivity on local area network.


Duties and Responsibilities:

  • Troubleshoots, repairs, maintains, installs, and performs testing activities on various computer equipment, peripherals, data communication, and computer network systems.
  • Assembles, installs, configures, and tests computer equipment or units of local area networks that use standard interface protocols.
  • Consults with and assists manufacturer’s representatives to install equipment; responsible for routine installation or modification projects; repairs, installs, and tests complex pieces of equipment or local area networks; submits equipment repair warranties.
  • Develops and maintains software and hardware inventory and tracking systems; develops inventory lists and orders; stocks and stores electronic components.
  • Installs cable for phone system. Performs moves, adds, deletes, and other changes for phone uses. Sets up calling features such as automatic call distribution (ACD) groups, pick groups, call processing, and voice mail. Provides phone support and training to new users and solves miscellaneous phone problems.
  • Performs preventive maintenance for computer, data communication, and/or peripheral equipment; tests and adjusts to appropriate standards.
  • Administers end-user workstations and supports end-user activities on a primarily Microsoft Windows-based local area network (LAN).
  • Investigates user problems and identifies sources; determines possible solutions; tests and implements solutions.
  • Installs, configures, and maintains personal computers, Windows networks, Apple devices, file servers, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures disk drives, printers, and related equipment.
  • Performs software and application installation and upgrades.
  • Maintains site licenses.
  • Troubleshoots networks, systems, and applications to identify and correct malfunctions and other operational difficulties.
  • Develops and conducts various training and instruction for system users on operating systems and other applications; assists users to maximize use of networks and computing systems.
  • Maintains confidentiality of information being processed, stored, or accessed by the end users.
  • Provides technical support to all departments connected or utilizing the network and services.
  • Coordinates assigned service requests to meet requesting department dates within established department standards.
  • Test, evaluates, and recommends selections of standard components.
  • Establishes and maintains effective working relationships with end users, vendors, and managers.


Administrative:

  • Supervisor sets overall objectives and determines available resources.
  • Supervisor and employee consult to develop deadlines, projects, and activities.
  • Employee plans and executes assignments, resolves most conflicts, coordinates work with others, and independently interprets policy.
  • Employee keeps supervisor informed of progress, potentially controversial matters, or far-reaching implications.


Physical Requirements:

  • While performing the duties of this job, the employee uses his/her hands to manipulate objects and keyboard; reach with hands and arms; sit, stand, stoop, crawl, walk, talk, or hear.
  • The employee also occasionally lifts and/or moves objects up to fifty pounds.
  • Specific vision requirements of this job include close vision and distance vision.
  • This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.


Work Environment:

  • This job operates in a professional office environment, as well as the typical warehouse environment.


Travel:

  • Travel is primarily local during the business day, although some out-of-the-area and overnight travel will be expected.


Qualifications:

Minimum Experience Required:

  • 1-3 years of full-time work experience on a computer help desk


Minimum Education Required:

  • High school diploma or equivalent


Education Preferred:

  • AA or Bachelor's degree in a technical discipline such as computer science, information services, or related field, or equivalent experience


Competencies:

Communication -- The ability to ensure information is passed on to others who should be kept informed, express oneself clearly verbally and in writing, and understand others.

Customer Orientation -- The ability to demonstrate concern for satisfying one’s external and/or internal customers.

Thoroughness -- Ensuring that one’s own and others’ work and information are complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure agreements and commitments are fulfilled.

Analytical Thinking -- The ability to tackle a problem by using a logical, systematic, sequential approach.

Teamwork -- The ability to work with others toward a common vision or goal.

Technical Expertise (IT/Systems) -- The ability to demonstrate depth of knowledge and skill in a technical area.

Time Management -- Spending time appropriately among people and projects to ensure goals are met.

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