IT Helpdesk Tier I

Provides hardware and software maintenance, training and consultation, and recommendations about future planning and development of resources. Providing these services in an effective and efficient manner will ensure maximum access to and implementation of technology services and resources. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Analyze and resolve urgent 1st line support calls when escalated via the Service DeskPerform IT installations, configurations and troubleshoot computer hardware and software in accordance with IT Services standardsCommunicate with employees regarding the status of their Service Desk ticketsCommunicate with 3rd party support vendors to resolve support calls that require action from themCreate user level training documentation and add solutions to the Service Desk system as neededInstall and configure systems, networks, printers, scanners and morePlan and undertake scheduled maintenance upgradesRespond to breakdownsInvestigate, diagnose and solve computer software and hardware faultsRepair equipment and replace partsMaintain records of software licensesManage stocks of equipment, consumables and other suppliesProvide orientation to new users and train staff about potential uses of existing technologyRegular and reliable attendance at work Competencies Collaboration SkillsTechnical CapacityCommunication ProficiencyProblem Solving/AnalysisDecision MakingPersonal Effectiveness/CredibilityInitiativeTeamwork OrientationThoroughnessAdaptability Work Environment Warehouse environment subject to seasonal temperatures and regular exposure to forklift traffic. 40% office environment and 60% warehouse environment. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit/stand/walk for 4 hours or more at a time; occasionally climb or balance; and stoop, kneel, crouch or crawl. The associate may occasionally be required to lift 51 pounds, anything greater than 51 pounds requires assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Position Type/Expected Hours of Work Full Time, Second Shift Monday - Friday 2PM -10:30 PM. Schedule flexibility for extended or unplanned work hours is required. Travel Travel between locations may be required. Required Education and Experience Associates degree in Computer Science, Information Technology or a related field2+ years of experience working in a windows help desk environmentThorough knowledge of operating systems, networking, hardware and softwareProficient in Windows 7&10, Microsoft Office, Office 3658 a plusActive Directory and Exchange 2010 Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.