Help Desk Technician I

The IT Help Desk Technician I provides internal systems support to internal customers at multiple sites, assisting them with hardware and software problems via phone, email or using remote desktop capabilities. This position is responsible for support, troubleshooting, and for ensuring the delivery of exceptional quality support services to our internal departments. This is a high visibility position requiring exceptional customer skills, knowledge of Help Desk processes, as well as understanding of how to operate a Help Desk in a highly dynamic organization.

Core Responsibilities:

• Provide 1st level technical support; answering support queries via service desk, phone, email, and web.
• Takes ownership of user problems and is proactive when dealing with user issues. as well as effectively escalating more in-depth issues as appropriate.
• Responds to inquiries from users and helps them resolve hardware or software problems.
• Responsible for issue logging, tracking, analysis, reporting and management.
• Maintains records and provides reporting on repairs, down time, changes and updates.
• Responsible for documenting policies & procedures, end-user documentation, installation instructions, network and system design documents, system & script documentation, and test plans.
• Assists in maintaining and administering software and hardware inventories and licensing.
• Installs, upgrades and configures network printing, directory structures, rights, security and software.
• Setup and configure new workstations and workstation related hardware and software.
• Maintain windows updates and security updates for all workstations.
• Assist in maintaining system backups.
• Maintain virus protection on all devices.
• Support users in the use of computer equipment by providing necessary training and advice.
• Ensure that customer expectations are met or exceeded.
• Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.

Position Specific Responsibilities:

• Provide 1st level technical support for our end users; answering support queries via service desk, phone, email, and web.

Required Skills:

• Multi-Tasking: Ability to work on multiple deadline driven projects or issues simultaneously and with a keen sense of urgency.
• Multi-Task: Ability to work on a number of deadline driven project or issues simultaneously and with a strong sense of urgency.Agile and Flexible: Ability to quickly adapt to shifting priorities and identify activities required to ensure swift resolutions.
• Detail Oriented: Keen attention to detail in respect to configurations of system devices as well as software documentation.
• Highly Collaborative: Highly accountable and naturally works well with the team to seek innovation solutions.
• Self-Motivated: Able to thrive in a fast paced environment with minimal direction.
• Can lift up to 50lbs.
• Must have reliable transportation.
• Excellent oral and written communication skills are a requirement.
• Strong personable customer skills are a requirement.
• Ability to work independently while managing time between support tickets and user support calls.
• Team Oriented: Recognizes importance of teamwork.
• Excellent analytical abilities and problem-solving skills.
• Establish communication with supervisory and management personnel in order toto report task and project status and issues related to server or computer maintenance and support.
• Ability to communicate with end users in order to identify computer or network related issues.
• Recognized teamwork skills are advantageous.
• Excellent analytical abilities and problem solving skills

Required Experience:

• Hardware Support and Troubleshooting
• Windows 7/8/10 operating systems
• Network share and permission Management
• Advanced understanding of PC hardware set-up and configuration.
• Ability to configure and troubleshoot computers and laptops.
• Printer Support and Troubleshooting
• Windows XP/7 Operating Systems
• Microsoft Office Products, including Office365
• Windows active directory management
• Image building applications (e.g. Ghost, Microsoft Development Toolkit, etc.)
• Ant-virus applications
• Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.
• Network Fundamentals
• Capable of installing, configuring and maintaining all current versions of Microsoft products in a networked environment.
• Windows Active Directory Management
• Ability to configure and troubleshoot computers and laptops.
• PC hardware set-up, configuration, and troubleshooting.
• Basic Virtual Desktop Technologies

• Basic level VMware VDI
• Basic Printer support and troubleshooting
• Basic level Windows 2008-2016 server operating systems
• Symantec Ghost
• Symantec Ant-Virus
• Windows 2003/2008/2012 Server Operating Systems preferred

• Microsoft Exchange Server preferred
• Network Shares and Permissions Management preferred
• VMWare VDI preferred
• Internal DNS/DHCP preferred
• Cisco VPN preferred
• CompTIA A+ preferred
• CompTIA Network+ preferred
• Associates’ degree in Computer Information Systems, Computer Science, or Engineering or at least 1-3 years’ experience supporting an enterprise level IT environment

Desired/Preferred Experience:

• CompTIA A+ and/or similar certifications taken into consideration
• CompTIA Network+

• Advanced understanding of PC hardware set-up, configuration, and troubleshooting.
• Whole Disk and Folder Level Encryption Applications
• Microsoft Exchange Server
• VPN & RSA Deployment/Configuration

Education:

• H.S. Diploma or equivalent required
• Associates Degree or Bachelor's degree in Computer Science (CS), Computer Information Systems (CIS) or related discipline preferred
• CompTIA A+ and/or similar certifications taken into consideration
• CompTIA Network+

Schedule:

• Full time
• Monday-Friday, 9:00AM to 6:00PM