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Helpdesk Support Technician
2 months ago
POSITION SUMMARY
Under the supervision of the IT Operations Manager, the role is dedicated to delivering initial remote technical support and assistance concerning computer systems, hardware, and software via various communication channels including phone, email, and remote desktop services. This position is essential in addressing inquiries, executing diagnostic procedures, troubleshooting issues, and determining effective solutions. Complex issues that necessitate on-site visits or advanced technical analysis will be escalated to the appropriate Field Technician through the helpdesk ticketing system. This role operates under the guidance of the IT Operations Manager and IT Director, serving as a vital support function within the organization.
KEY RESPONSIBILITIES
The responsibilities outlined below are illustrative of the diverse tasks that may be undertaken. The absence of specific duties does not exclude them from the role if the work is similar or logically associated with this position.
- Provide technical support and assistance for incoming inquiries related to computer systems, software, and hardware under the direction of the IT Operations Manager and IT Director.
- Respond to inquiries in person, via phone, email, or the IT Helpdesk System.
- Engage with users to perform basic troubleshooting to identify the nature of issues and guide them through the resolution process.
- Coordinate with third-party vendors for system repairs and provide training to users.
- Monitor and maintain the daily performance of computer systems.
- Install, modify, and repair computer hardware and software as needed.
- Utilize diagnostic tools to resolve technical issues.
- Address technical challenges related to Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Follow up with users to confirm that issues have been resolved satisfactorily.
- Assist in managing user accounts across various platforms within the organization.
- Respond to user inquiries regarding access to network resources and the functionality of various software applications.
- Support IT Field Technicians, IT Operations Manager, and IT Director as required for training or special projects.
- Assist with the imaging and deployment of computer systems.
- Configure and troubleshoot mobile devices; test and install new or upgraded software as necessary.
- Travel to various sites as needed to perform maintenance, troubleshooting, and equipment transport using personal transportation.
QUALIFICATIONS
MINIMUM REQUIREMENTS:
A common pathway to acquiring the knowledge, skills, and abilities necessary for this role includes graduation from high school and at least one (1) year of experience in IT Helpdesk support.
- Possession of a valid driver's license and current vehicle insurance/registration if driving is required; and,
- Access to reliable transportation that meets safety inspection standards if the vehicle is older than five years, excluding all forms of two-wheeled transport.
Work Schedule: Monday to Friday, 8:00 AM - 4:30 PM
