Help Desk Technician

Position Summary:

Serves as the primary Tier 1 support personnel on-site to review and complete all center-based IT support tickets in Zendesk

Qualifications and Experience:

High School Diploma or equivalent required. A strong working knowledge of computer systems, hardware and software. One to two years direct experience working with Windows 10, MS Office, Networking and TCP/IP Connectivity preferred. Citrix and Cisco VoIP experience a plus. Good problem solving, analytical and team- working skills. Excellent communication and interpersonal skills.

Physical requirements include sitting, standing, climbing, walking, lifting, pulling and/or pushing, carrying, reaching, stooping and crouching. Demonstrates the ability to lift 40 pounds and/or the ability to assess the lift load in order to ask for necessary assistance.

Management and Supervision:

May supervise Job Corps’ Work-Based Learning and Leisure Time Student Workers assigned to the department.

Responsibilities:

• Provides technical assistance in strict accordance with the Us Department of Labor, Job Corps Center, Job Corps Data Center and Adams and Associates, Inc. Corporate IT Standard Operating Procedures (SOP’s).
• Follows all integrity guidelines and procedures and ensures no manipulation of student
• Completes assigned work tasks, both corrective and preventative, as directed by the IT
• Is the primary IT staff responsible for resolving Tier 1 IT support tickets in Zendesk. Tier 1 personnel respond to requests for basic customer support issues, account creations, password resets, etc. If no solution is available, Tier 1 personnel escalate to Tier 2 which is the on-site IT
• Provides superior customer service at all times in a fast-paced work
• Coordinates with Center Property Officer and Property Custodians to ensure management and control of Center’s technology
• Compiles accurate and thorough summary information for management reports as
• Responds in a timely manner to Corporate IT
• Produces quality work/assignments in a thorough, timely and accurate
• Maintains appropriate personal attendance, accountability and work productivity
• Plans, prioritizes and organizes assignments to meet established goals and
• Understands and applies job knowledge to effectively complete all required job Proactively maintains the skills required to perform job duties.
• Mentors, monitors and models the Career Success Standards as required by the
• Shows respect and courtesy to students and holds them accountable for their actions and
• Provides quality services for students and ensures that quality is maintained and student needs are met. Pursues improvement and enhancement of requisite services.
• Exchanges ideas and information, both orally and in writing, in a clear and concise manner and contributes meaningfully to group efforts by offering relevant ideas and knowledge. Provides quality and timely information to DOL/Company when and if requested
• Effectively articulates thoughts and Identifies problems, analyzes causes and evaluates appropriate solutions prior to taking or recommending actions. Follows up to ensure prompt/appropriate action and that problems are in fact corrected.
• Works in partnership with staff from all Departments to ensure effective supervision and services are provided to students.
• Accepts direction and supervision from the Center Director/Center Duty Officer/Shift Manager to include assignments to temporarily perform job responsibilities of other departments and
• Other duties as assigned