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.