Helpdesk Technician

SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Experience troubleshooting Mac and Windows operating systems.
- Provide first-line support for IT issues reported by users.
- Triage all help desk tickets and respond / escalation of tickets as required.
- Responsible for tickets involving issues and errors, new hire setup and equipment deployment.
- Provide on site and remote support via phone on / or remote session.
- Perform timely updates for workstation hardware and software upgrades as required.
- Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, hard drives.
- Must be able to work independently and be a quick learner.
- Perform post-resolution follow up and document resolution.
- Performs other related duties as assigned.

INTERACTION
This position will closely interact with the IT Director, IT team members, project stake holders and internal /external project resources.

EDUCATION/YEARS EXPERIENCE
- A+ certification is preferred.
- 2+ years in troubleshooting computer hardware and software issues.
- Knowledge of Microsoft technologies such as Office, Active Directory, servers.
- Knowledge of networking technologies such as IP, DNS, DHCP.
- Familiar with computer hardware and software.

KNOWLEDGE, SKILLS AND ABILITIES
- Strong Problem-solving.
- Ability to work independently as well as in a team.
- Ability to convey technical information in non-technical terms multi-task, and prioritize and manage time effectively while also ensuring accuracy of work through attention to detail
- Exceptional customer service orientation.
- Ability to absorb and retain information quickly.
- Excellent communication and organizational skills as well as the ability to work as part of a team
- A high degree of confidentiality required.
- Ability to work in a fast paced, always changing environment.
- Ability to juggle multiple projects, tasks and issues.