IT Help Desk Technician

General Summary:

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to questions, runs diagnostic programs, isolates problems, and determines and implements solutions.

Essential Job Functions:

  • Setup new computers and install required software
  • Record all incidents on an incident tracking system
  • Escalate complex problems to higher level of expertise within organization
  • Track progress & generate weekly ticket metrics for deliverables
  • Communicate effectively via phone and email
  • Provide technical troubleshooting for applications with emphasis on root cause analysis
  • Ability to diagnose, troubleshoot, and document new issues
  • Assist Sr. Network Administrator with network and network hardware issues
  • Troubleshoot general desktop, tablet, mobile, printer, conference room technology issues
  • Support SharePoint Administrator with basic issues resolution
  • All other duties as assigned

Essential Qualifications:

  • 2 years of education in the information technology field or equivalent work experience
  • Proficiency in MS Office Products
  • A+ Certification
  • Knowledge of Windows 7 in a domain environment
  • Knowledge of SharePoint is a plus
  • Ability and willingness to learn on the job and attend training/certification programs as needed
  • Basic project management & administration skills
  • Ability to participate on 24/7 on-call rotation
  • Must have excellent customer service and organizational skills
  • Ability to handle many tasks simultaneously while also providing attention to detail
  • Must be willing to work long and flexible hours with little advance notice
  • Must be insurable for automobile insurance with company’s auto insurance carrier

Essential Physical Requirements:

  • Must be physically able to do assigned work as outlined above
  • Must be physically able to sit and use the computer for hours at a time
  • Must be able to lift up to 25 pounds
  • Must be able to communicate in English effectively with other individuals
  • Must be able to follow written and verbal instructions