IT Help Desk Technician I

2 weeks ago

Mansfield, United States The Gorman-Rupp Company Full time

Monday - Friday

7:00 a.m. - 3:30 p.m.

In Office

The IT Help Desk Technician is the first point of contact between end users and the organization. The technician is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.
- Troubleshoot the end user’s issue and resolve upon first contact, when possible.
- Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.
- Perform password resets.
- Provide remote access/VPN support.
- Escalate issues to appropriate second
- Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
- Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
- Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION/EXPERIENCE**:
Associates degree in related field preferred. Computer software and hardware troubleshooting knowledge and experience; certifications a plus. Call center or Help Desk experience sought, with a minimum of six months customer service experience preferred. Knowledge of Help Desk software, desktop and laptop support, Windows 10 and iOS / Apple devices, SharePoint and Microsoft Office beneficial

**REASONING ABILITY**:
Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

**KEY BEHAVIORS AND COMPETENCIES**:

- Ability to work well in a team atmosphere
- Effective written and verbal communication skills
- A focus on customer satisfaction, with strong interpersonal skills and responsiveness
- Highly organized and effective in managing multiple tasks while maintaining high levels of user satisfaction
- Adherence to IT policies and processes to ensure consistent quality of service
- Strong troubleshooting and problem-solving skills
- Time management skills to ensure satisfaction with IT services and the completion of projects on time

**PRIMARY WORK ARRANGEMENTS**:

- IT Help Desk Technicians are expected to cover specific service and support shifts and manage a large number of end-user requests.
- IT Help Desk Technicians are expected to spend the majority of their time at their desk.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Tuition reimbursement
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Ability to Relocate:

- Mansfield, OH 44903: Relocate before starting work (preferred)

Work Location: In person

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