IT Technician

Information Technology / Operations

This position is not eligible for recruiting or sourcing by outside parties.

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The primary responsibility of the Helpdesk Technician is to respond to, triage or resolve software and hardware related Helpdesk tickets. The technician will be assigned to support the Knoxville Mesa campus with responsibility for tickets associated with that location. The Helpdesk technician responds to tickets, communicates with users and works through the issues to the best of their ability. The individual employs skills and experience and appropriate technical resources as needed.

Ticket response time should be 2 to 4 hours or less provided the ticket is received during the same business day (M-F 8AM-5PM) (or if received outside regular business hours, tickets will be addressed promptly at the start of the next business day).The Helpdesk technician is part of a team and must have good communication skills, the ability the assess and diagnose technical issues and implement appropriate solutions. Effective critical problem solving skills are a must in this role. The Helpdesk technician will frequently be expected to work independently and must have good corporate work habits (i.e. be on time, reliable, ready to work, neat, organized, good time management).
Mesa is a family oriented company and it is essential that the Helpdesk team members interact with associates with a positive and supporting attitude.

When issues arrive, the technician should be ready and willing to address all issues to the best of their ability or seek out the necessary resources to that end. Associates will often seek out Helpdesk staff members for immediate assistance and team members should be ready and able to drop what they are doing to assist. A ready and able attitude is one of the most important attributes of the Helpdesk technician.

Additional responsibilities:

• Operating system and software installation leveraging Microsoft Endpoint Configuration Manager – includes following IT Computer Build Procedure Guidelines
• Hardware delivery and setup (must be able to lift up to 50 lbs.)
• Hardware retrieval and storage (includes data sanitization of storage medium)
• Software/Hardware requests – product pricing and quotes can be provided by the IT Coordinator, IT Service Manager or Software Technical Specialist
• Must be on time and ready to work a schedule of M-F 8AM-5PM

The role of a Helpdesk technician is extremely important at Mesa as the Helpdesk technician is the front line of customer service. Our Helpdesk team is dedicated with a proud track record of service. Unlike other businesses where the Helpdesk is just a stepping stone position, the role at Mesa is filled with career development opportunities and personal growth. We are looking for technicians who have what it takes to join our "A"-Team

Notice to External Search Firms: Mesa Associates, Inc. and its subsidiaries do not accept unsolicited resumes and will not be obligated to pay a placement fee for unsolicited resumes. Mesa Associates, Inc. Talent Acquisition engages with approved search firms directly for specific hiring needs.