Help Desk Technician
2 weeks ago
Summary: The Information Technology (IT) Help Desk Technician role ensures the stable operation of the in-house computer hardware, software, and mobile devices. This position will analyze, troubleshoot and resolve end-user hardware, software, and connectivity issues timely and accurately, and provide end-user training as needed.
Essential Duties and Responsibilities:
- Provides technical support, responds and completes help desk tickets as submitted by end-users.
- Performs post-resolution follow-ups to ensure problems have been adequately resolved.
- Performs inventory, creates technical specifications & documentation as needed.
- Configures and troubleshoots Cisco Telepresence and WebEx meetings.
- Responsible for setting up, deploying, and troubleshooting Android devices.
- Responsible for installation, configuration, maintenance, and troubleshooting of user PC's.
- Performs hands-on fixes at the desktop level, including installing hardware, software, and configuring systems and applications.
- Other duties as assigned by Supervisor.
Knowledge, Skills and Abilities:
- Associate's degree and 1-2 years related experience; or equivalent combination of education and experience. Previous help desk or customer service-related experience is required.
- Background in advanced hardware and software troubleshooting skills required.
- Must have experience working with iPhone/iPad and Android phone/tablets.
- Proficiency with Microsoft Windows (including networking) & Microsoft Office/Office 365 is required.
- Experience with remote management, asset management, and automated Help Desk systems are a plus.
- Customer-oriented mindset with exceptional customer service skills required.
- Must be highly motivated, able to work with high energy, and have a positive attitude.
- Ability to learn quickly and adapt to an ever-changing environment.
- Must have effective communication skills, both oral and written, with internal co-workers, and personnel of all levels.
- Must be able to develop technical training and/or procedure documentation for end-users.
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