Help Desk Technician

Job Type
Full-time
Description
Job Summary:
The Help Desk Technician is responsible for providing personal computer and local area network support to employees across the organization. The Help Desk Technician develops expert level knowledge to implement, support and expand the use of technology solutions within the organization. The day-to-day effort of the Help Desk Technician personifies an IT culture that emphasizes quality, responsiveness, customer service, productivity, high standards and results. The Help Desk Technician is responsible for partnering with other peer employees to deliver workable solutions to any technical problems that may arise. Responsible for maintaining open and unbiased communications to ensure projects remain on schedule and issues are surfaced as appropriate.
The position requires integrity, attention to detail, accuracy, high energy, forward thinking and the ability to adapt to changing organizational requirements while maintaining consistent, reliable and cost-effective IT solutions and services.
Supervisory Responsibilities:

• None

Duties and Responsibilities:

• Works with supervisor to establish challenging goals, plans and objectives that support the organization's vision.
• Install, test, troubleshoot, and maintain personal computers systems, local area networks, Wi-Fi, cabling, and other IT related equipment.
• Manage communications (e-mail, internet and VPN) and connection solutions, including workstation connectivity, local area networks, Wi-Fi, and Internet/Intranet applications.
• Provide technical support to IT and other non-technical employees.
• Perform operating system and/or application software updates in a timely manner.
• Maintains strict compliance to all IT policies and procedures in accordance with best practices regarding privacy and security.
• Manage Active Directory user accounts, permissions, access rights, and storage allocations in accordance with best practices regarding privacy, security.
• Perform and test routine system backups and restores.
• Performs Tier 1 IBM iSeries tasks as required (skills can be acquired on the job) consisting of:
• Install, test, troubleshoot, and maintain the organization's iSeries computer system regarding privacy by following IT policies and procedures and best-practices.
• Maintains end user accounts, permissions, access rights, on-screen user menus, and storage allocations on the organization's iSeries computer.
• Provide first level support for the iSeries computer systems and troubleshoot as required.
• Work directly with IBMSERV and the various other Tech Support teams to troubleshoot, analyze and resolve iSeries hardware or software system problems as needed.
• Support a positive work environment based mutual respect, honesty, teamwork and continuous improvement.
• Attend annual NWTF Convention, regional meetings and training opportunities, as necessary.
• Performs other related duties as assigned.

Requirements
Required Skills/Abilities:

• Must be able to work independently or as part of a larger team and function well in a high-paced and at times stressful environment.
• Hands on knowledge experience and technical knowledge of PC operating systems, including all current Windows workstation and server OS platforms, Active Directory and Office 365.
• Strong knowledge of local area network administration and cabling procedures.
• Excellent verbal and written communication skills as well as experience documenting and maintaining configuration and process information.
• Excellent interpersonal and customer service skills.
• Excellent organizational and time management skills with a proven ability to meet deadlines.

Education and Experience:

• 2-year associate degree in computer science, system administration or a similar quantitative disciple (preferred but not required).
• 2 plus years of experience as an IT Helpdesk Technician in a production environment.
• Working technical knowledge including, all current Windows Operating Systems, Local Active Directory, Exchange Online, OneDrive, SharePoint as well as all other Office 365 applications.
• Experience documenting and maintaining configuration and process information.
• Basic knowledge, experience and understanding of Apple/MAC computers.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Remote or Telecomm Status:

• Position is based on-site at the headquarters office in Edgefield, SC.

Salary Description
$47,184 to $55,000 annual salary