Help Desk Technician

Help Desk Technician Job Description

Technical position providing 1st and limited 2nd level support to Trust Tech, LLC staff and clients. The position is responsible for problem tracking, recording, resolution, and escalation of all IT supported products and services.

The position is based out of the Trust Tech, LLC office located at 213 S. State Rd. 49, Valparaiso, IN. Work hours of 40-45 hours per week are expected and normal and are generally Monday through Friday with limited weekend or non-business hour requirements. The position requires some work to be done outside of normal business hours to minimize the impact on business operations while performing regular systems maintenance or system migrations. The Help Desk Technician is expected to be a trusted advisor for each customer they work with. As part of this, it is the duty of the Help Desk Technician to complete work on issues as quickly as possible. At times, this may mean that the Help Desk Technician must work outside normal working hours to ensure resolution and to minimize customer down-time. This is a salaried exempt position. There is no telecommute opportunity for this position.

Job Responsibilities

• Provide 1st level contact and problem resolution for all internal and external customers related to hardware, software and applications
• Actively monitor all IT services and address and/or escalate issues
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Assist in the creation and maintenance of Standard Operating Procedures for all repeatable scheduled tasks
• Create and maintain an inventory and check in/out procedures for Trust Tech hardware resources used by Professional Services staff
• Assist in the scheduling coordination of engineering staff
• Review and update Help Desk documentation as assigned
• Review and recommend modifications to procedures with management
• Gather, input and analyze data for regular reports distributed to internal and external customers
• Courteously obtain and convey concise problem information for internal and external customers
• Provide accurate and timely logging of problems and resolution for problems in the Service Order management system(s)
• Escalate problems as appropriate following established policies and/or procedures
• Act as a liaison between customers and engineering staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process
• Maintain in-depth knowledge of Help Desk supported products and services
• Testing and reporting results of testing conducted on new services and/or changes to existing services scheduled for release
• Work with management to identify available Help Desk training that will enhance and improve support delivered to customers
• Successful completion of training and certification requirements assigned by management.
• Additional duties as assigned

Essential Skills & Experience

• 3+ years of experience in end user support/Help Desk environment
• Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually
• Required industry certifications include any combination of - CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), ITIL Foundation
• Certifications associated with products & services offered by Trust Tech
• Advanced support/troubleshooting knowledge of the following:
• Microsoft Windows, ChromeOS, and iOS Operating Systems
• Internet browsers including but not limited to IE, Chrome, and Firefox
• Productivity software such as Microsoft Office and Adobe Acrobat
• Virus and system health monitoring and remediation
• Data backup solutions and services
• Desktop and laptop computer hardware and peripherals
• Printer support
• Basic to intermediate support/troubleshooting knowledge of the following:
• TCP/IP networks
• DNS
• DHCP
• Firewall concepts and configuration
• Switching concepts and configuration
• Routing concepts and configuration
• Microsoft Server 2008 R2 and newer
• Virtualization technologies (VMWare, Hyper-V)
• Cloud service concepts

Expected Outcome

Success in the Help Desk Technician position will be based on your ability to exceed our client's expectations in customer service, communication, and support, as well as your ability to monitor, operate, and administer internal systems, services, and managed service offerings effectively and efficiently. This will be accomplished by delivering outstanding customer service through resolving technical issues and escalating when necessary, coordinating services, and creating efficiencies in technical operations duties.

The Help Desk Technician will be graded on meeting customer service/satisfaction goals, properly distributing information between Trust Tech staff and the client, and improving business acumen and technical skills.

Physical Demands:

Moderate physical effort is required. Most work is performed while sitting, using a desktop or laptop. Site

visits will require standing, walking, and/or climbing stairs. Lifting of equipment up to 50lbs. unassisted may

be required at times.