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Help Desk Technician

2 months ago

Little Rock, United States CTEH Full time

The Help Desk Technician provides fast and useful technical assistance on computer systems. Utilizing your knowledge of computer systems, office automation products, databases, mobile devices and other tech products, you will answer queries on, and provide solutions to, CTEH employees and customers basic technical issues. The Help Desk Technician will possess solid technical knowledge and a strong customer relations orientation while demonstrating effective communication skills to understand and patiently technical problems. This position is in our North Little Rock corporate office and reports to the IT Supervisor.

Job Type: Full Time

Salary: Commensurate with Experience

ACTIVITIES/TASKS/SCOPE

  • Serve as the first point of contact for employees and customers seeking technical assistance via phone or email;
  • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions;
  • Determine the best solution based on the issue and details provided by customer;
  • Walk the customer through the problem-solving process;
  • Escalate unresolved issues to the next level of support personnel as needed;
  • Provide accurate information on IT products or services;
  • Log events and problems and record their resolution;
  • Follow-up and update customer status and information;
  • Forward employee/customer feedback and/or suggestions to the appropriate internal team;
  • Identify and suggest procedural improvements;
  • Coordinate with Human Resources and department supervisors to prepare new hire users, setup laptop, email, cell phone, iPad, and required programs or applications;
  • Participate in 24/7 on-Call rotations every other weekend;
  • Provide IT project support when needed;
  • Set up LAN/WAN and network cabling;
  • Provide Windows/MAC equipment and user support;
  • Find solutions for hardware and software issues as needed;
  • Decommission obsolete and out of service laptops by removing hard-drives, RAM, etc.;
  • Preform data backups for PC and email accounts as needed; and,
  • Other responsibilities as needed.
EDUCATION/EXPERIENCE
  • Associate of Science degree in Information Technology, Computer Science or related field (required);
  • Bachelor of Science degree in Information Technology, Computer Science or related field (preferred);
  • Previous IT/Computer-related Help Desk experience (preferred) or other relevant customer service experience;
  • Proficient knowledge of computer systems in both Windows based and MAC environments;
  • Proficient data management skills in a Windows-based platform with advance Micro-soft office suite experience (preferred).
PROFESSIONAL SKILLS/CERTIFICATIONS
  • Technical Certification(s) in IT/Computer Systems
  • Current driver's license
  • Possess excellent problem-solving and analytical skills with careful attention to detail being critical
  • Ability to establish and maintain effective working relationships within a matrix reporting structure
  • Ability to multi-task, prioritize, and meet deadlines
  • Possess a high degree of personal initiative and responsibility for work assigned
  • Ability to understand and follow written and verbal directions
  • Demonstrate excellent verbal and written communication skills in the English language
  • Ability to work overtime and on weekends
WORK ENVIRONMENT AND PHYSICAL DEMANDS
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Sitting, standing, and walking
  • Lifting to 25 pounds
  • Overhead lifting to 10 pounds
  • Bending, climbing and stooping
  • Occasional long hours involving overtime and weekends as necessary
  • Keyboarding/typing
  • Ability to drive non-commercial vehicles
  • Ability to handle a large volume of work and perform multiple tasks in a fast-paced environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Works in an office environment;
  • Occasional travel (scheduled and unscheduled) to satellite offices within the United States