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IT Help Desk Technician

2 months ago

Franklin Park, United States The Hill Group Full time
Job DescriptionJob DescriptionSalary:

General Job Summary

Responsible for providing technical assistance and support related to laptops, phones, tablets, and software. Responds to ticketing system open items or direct users’ requests, setup/deployment of new equipment, mange a fleet of mobile assets, and training users on use of software.


Essential duties and responsibilities:

 

  • Provide technical assistance and support for incoming tickets/user requests and issues related to PC’s/laptops, software, and hardware, printers, mobile devices, and other technology equipment.
  • Respond to requests either in person or over the phone.
  • Assist with knowledgebase and training manuals.
  • Train users on equipment functionality.
  • Respond to ticket system messages for users seeking help and as assigned.
  • Ask specific and concise questions to determine nature of problem.
  • Walk users through problem-solving process if resolving online.
  • Install, modify, and repair computer hardware and software.
  • Perform regular maintenance on laptops, printers, and mobile devices.
  • Run diagnostic programs to resolve problems.
  • Resolve basic problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems at basic level, escalate to Network Administrator depending on issues found.
  • Install computer peripherals for users.
  • Perform all other duties as assigned.

 

Must have working knowledge of:

Microsoft Windows 10 and 11

Microsoft Office 365, Intune, Azure Portal

iOS & Android – Mobile fleet support

Familiar with Firmware, BIOS, Drivers – printers, graphics, etc.

 

Must be able to effectively research and resolve hardware and software compatibility issues.

 

Specific Education Requirements:

  • Associate’s Degree in Information Technology, or relevant training or experience
  • Strong technology aptitude
  • Excellent computer skills
  • Experience with Help Desk Support

 

Professional Skills Requirements:

  • Proven ability to work independently and as a team member
  • Good communication (written and oral) and interpersonal skills
  • Good organizational, multi-tasking, and time-management skills
  • Worked in a similar position for a minimum of 2 years.

     

Work Hours:                8AM to 5PM, Monday through Friday.

Exemption Status:         Non-Exempt, Hourly