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Help Desk Technician

3 months ago

Grand Rapids, United States ETNA Supply Full time
Job DescriptionJob Description

Job Summary:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

  • Provide a positive customer experience.
  • Handle Tier 1 help desk escalations through tickets or phone.
  • Follow up on outstanding requests in a timely manner and ensure the issue has been resolved.
  • Create accounts and configure hardware as part of on-boarding process.
  • Support audio and video equipment in conference rooms.
  • Manage and monitor internal assets to ensure accurate inventory records.
  • Respond to and provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Write training manuals and train computer users.
  • Ask questions to determine nature of problem and walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Follow computer hardware recycling process.
  • Run diagnostic programs to resolve problems.
  • Report / Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Gain feedback from customers about computer usage.
  • Regular and predictable attendance.
  • Work safely.

Knowledge, Skills, and Abilities:

  • Working knowledge of Windows 10 & 11
  • Office 365, Office 365 administration, Active Directory maintenance and Exchange
  • Working knowledge of PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
  • Working knowledge of Client PC connectivity – DHCP, DNS, VPN.
  • Working knowledge of file server access and Active Directory security.
  • Working knowledge of antivirus and cybersecurity principals.
  • Strong customer service and troubleshooting skills.
  • Ability to effectively communicate technical information, both verbal and written, to a wide range of end-users
  • Effective interpersonal, stress management, teamwork, follow through, and problem resolution skills.
  • Ability to effectively manage multiple tasks, priorities, and deadlines and easily adapt to changing situations.
  • Ability to show and maintain a sense of urgency toward problem resolution.
  • Ability and willingness to travel occasionally.
  • Ability and willingness to take part in after-hours on-call rotation and projects.
  • Ability to maintain a high level of confidentiality
  • Maintain professional image as a representative of the company.

Education and/or Experience:

  • At minimum: Associate degree in computer science specifically in networking. Or
  • One year of related experience and training in computer networking
  • Equivalent combination of experience and education.
  • Experience working in a Windows environment preferred.
  • Help Desk ticket system experience preferred.
  • Eclipse experience preferred.

Certifications and/or Licenses:

  • Valid driver’s license with acceptable driving record

Physical Demands and Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

  • Frequently required to sit; talk and hear; stand and walk; reach, grasp, handle, and use fingers.
  • Regularly required to lift to 25 pounds.
  • Occasionally required to stoop, crouch, and climb; push, pull, and carry; and lift up to 50 pounds.
  • Must be able to fulfill the essential job functions in a consistent state of alertness and a safe manner.
  • Specific vision abilities required by this job include clear vision at 20 inches or less, depth perception, and color vision.
  • Work performed primarily inside.
  • The noise level is usually moderate.
  • Pass substance abuse screening. #IN23

We are an Equal Employment Opportunity/Affirmative Action Employer