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Form of workJob Description
SUMMARY
Under broad direction, the IT Help DeskTechnician I, will support computer systems and users, including satellite offices, field communications locations, and field operations. Under direct supervision, respond to issues with problem recognition, research, and resolution steps. Act as first line of computer support while working with other IT staff on more complex problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
§ Responsible for providing technical support through phone, remote, in-office and onsite services during normal working hours
§ Provide phone support for customers looking for guidance on using their computer systems
§ Monitor support ticket queue
§ Resolve tickets taken from the queue
§ Identify and escalate critical events.
- Correct application issues, solve network and security problems and identify common PC software and hardware problems.
§ Provide support for Windows 10, 11 and Office 365 by evaluating and troubleshooting issues including running in-depth diagnostics.
§ Install, reinstall, configure and troubleshoot Desktop operating systems, software and hardware.
§ Install and troubleshoot hardware and peripheral components such as monitors, keyboards and printers
§ Maintain open communications with all team members to actively assist in resolving issues for clients
§ Maintain proper inventory of equipment assigned to end users.
§ Receive and escalate service requests requiring enhanced response
§ Act as an escalation point for performance issues
§ Occasional travel is required
§ Other duties as assigned
REQUIRED EDUCATION, QUALIFICATIONS AND EXPERIENCE
- High School diploma or equivalent with 0-2 years of experience.
- May have additional training or education in area of specialization.
- Works on assignments that are routine in nature, with responsibilities easily learned on the job.
- Acquires job skills and learns applicable policies and procedures to complete routine tasks.
- Able to read, understand & perform assignments within prescribed guidelines.
- Communicates routine information in a clear and accurate way with internal & external contacts.
- Must be able to lift 50 pounds and odd objects.
- Hardware experience is preferred.
