Help Desk Technician

Job Type
Full-time
Description
Description
A Culture of Caring; a place where seniors choose to live and employees desire to work.Our Leading advantages include:

• State-of-the-art Facilities
• On-demand Pay
• Benefits begins after 30 days
• Low-cost lunches
• Free Membership to our gym and indoor pool
• Shift differential
• Work-life Balance
• Growth
• Competitive Wages

We spend about 2,000 hours per year at work. Why not make that time matter? For us, 'work that matters' is less about what you do, and more about how you do it.
BASIC PURPOSE:
Provide support to staff on all company supported applications. Troubleshoot computer problems and determine the source, and advise on appropriate action.
MAJOR WORK ACTIVITIES:
1. Provide first-level contact and convey resolutions to the customer issue.
2. Properly escalate unresolved queries to the next level of support.
3. Walk customers through the problem-solving process.
4. Answer staff questions in person and via phone on all company supported applications.
5. Troubleshoot computer problems.
6. Determine the source of computer problems (hardware, software, user access, etc.).
7. Advise staff on appropriate action.
8. Serve as liaison between staff and the technology department to resolve issues.
9. Work one-on-one with staff on a maintenance schedule
10. Provide maintenance solutions for every day-to-day hardware
11. Document resolutions for future reference.
12. Other duties as assigned.
13. Deploy devices for new users.
14. Maintain device inventory.
15. Installing or changing software to fix issues
16. Remotely accessing hardware or software for clients to make changes and fix problems
17. Following up with customers to ensure full resolution of issues
18. Requesting feedback and/or monitoring calls.
19. Follow up with customers, provide feedback and see problems through to resolution.
20. Recommend procedure modifications or improvements.
21. Provide on-the-job training to new department staff members.
22. Provide computer orientation to new company staff.
23. Ensure proper recording, documentation and closure.
24. Update customer data and produce activity reports.
KNOWLEDGE, SKILLS AND WORKING CONDITIONS:
• Work in well-lighted, well-ventilated setting.
• Low Exposure to infectious diseases.
• Physical exertion required no more than 60% of the time. Intermittent lifting and carrying of objects weighing between 30-40 pounds and pushing of objects weighing at least 100 pounds. Physical exertion also is described as standing, kneeling, and bending.
• May be subject to noisy, hot or cold, humid and busy environment.
• Ability to learn and support new software applications quickly.
• Ability to present software to people in a group setting.
• Ability to communicate technical information to non-technical personnel.
• Ability to install, configure and maintain personal computers, networks, and related hardware and software.
• Knowledge of computer and or network systems, applications, procedures and techniques.
• Ability to identify and resolve computer system malfunctions and operation issues.
• Must possess strong skill in organizing resources and establishing priorities.
• Excellent verbal and written communicate skills.
• Extensive computer skills, understanding of information systems, and IT systems.
• In an emergency, is expected to respond and includes the possibility of evacuation of residents.
• Physical job demands may be subject to possible modifications to reasonably accommodate individuals with disabilities
Requirements
MINIMUM QUALIFICATIONS:
Education: Associate Degree in Information Technology, Computer Science or equivalent.
Licensure/ Certification: MCSE, CCNA, VCP or similar certification(s) preferred.
Experience: At least 2 to 3 years of experience in Network Repairs and Analysis.
An equivalent combination of education and experience may be considered.
By signing below, I acknowledge that I have read the above job description and fully understand the content therein. As the Help Desk Technician, I shall perform these duties to the best of my ability. This job description addresses the main duties and responsibilities of this position. A job description cannot detail every duty and responsibility. Other duties and responsibilities may be assigned as necessary according to organizational needs.