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Help Desk Technician

4 months ago

South Portland, United States Dead River Company Full time

**Join Our Team
- **_Find Your Future_**

Dead River Company delivers energy and peace of mind to customers throughout Northern New England and New York with over 1,700 employees and a commitment to our core values of integrity, caring, and excellence.

The I.T. Help Desk Technician provides support to users of computers, smart phones, printers, I.P. phones and other devices throughout the company.

**Essential Functions**:

- Promptly answers calls and electronic requests for support coming in to the Help Desk.
- Participates in the on-call rotation throughout the year, including some evening, weekend and holiday coverage.
- Provides or assists in training internal customers in the use of hardware or software.
- Performs basic repairs of computer hardware and works closely with service vendors to ensure continuity of service for computer system users.
- Stays abreast of the latest developments in MIS technology.
- Prepares new computer equipment and peripherals for release to users, including the installation of operating systems and other software and peripherals.
- Provides users with network technical support regarding their access to resources on the network and the Internet.
- Purchases computers, computer-related equipment and supplies for computer users throughout the company.
- May perform minor programming tasks as requested.

**Other Tasks**:
Performs other work-related duties as assigned.

**Education**:
A high school diploma (or equivalent) is required. An Associate’s Degree (or equivalent) from a two-year college or technical school in Computer Science or a related field of study is preferred.

**Contacts**:
There is frequent communication with internal customers regarding the use of all corporate computer services (hardware, software and data communications). The Help Desk Technician must be pleasant and accurate when soliciting information or placing service or purchase calls with hardware, software, maintenance, and forms vendors.

**Experience**:
Skills needed include ability to work with MS Office, PC Hardware, printers, smart phones, and numerous other devices and software in a networked environment.

**Certification and Testing**:
While no certification is required, A+, Network +, MCP or other certifications are highly desirable.

**Equipment Used**:
Equipment used in this position includes a telephone, calculator, personal computer, computer terminal, networking equipment, various printers, photocopiers, and FAX machine.

**Decisions Made**:
Typically, the I.T. Help Desk Technician evaluates and recommends a course of action relating to equipment repair or replacement to the Help Desk Manager.

**Safety Considerations**:
Safety considerations relate to proper ergonomics in an office setting including appropriate work station and computer terminal setup. Safe and appropriate use of electronic equipment is expected.

**Other Attributes Required**:

- A friendly, positive, and helpful attitude
- High computer software and hardware aptitude
- Strong communication skills
- Good customer service skills
- Ability to follow detailed instructions
- Ability to multitask effectively
- Good telephone, organization, and teaching/training skills

**Work Environment**:
Most work is performed in an office environment with controlled temperature and lighting.

Occasional travel is required. The Computer Support Representative must be physically able to sit for extended periods of time, must possess manual dexterity and visual acuity.

**Weight or Force Moved**:
The Computer Support Representative must meet the physical demands of the position including the ability to lift and handle up to 45 pounds of materials, bend, stoop and stretch as required for placement and retrieval of materials or equipment.