Help Desk Technician I

Job purpose
The Help Desk Support utilizes product information or solution database to research, troubleshoot, and deliver solutions. Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. In addition, Help Desk Support escalates problems to appropriate levels or teams to achieve issue resolution.
Duties and responsibilities

• Provides Tier 1 technical support and services for end users
• Escalates issues to Tier 2 when appropriate
• Provides support with maintenance, configuration, and reliable operation of end-user computer systems
• Installs and upgrades computer components and software
• Provides support related to laptops, workstations, printers, and related peripherals (monitors, docking stations, keyboards, mice, webcams, etc.)
• Troubleshoots hardware and software errors by running diagnostics and documenting problems and resolutions
• Manage user account permissions and access rights
• Troubleshoot and resolve Help Desk tickets submitted by Store and Office Personnel
• Perform routine/scheduled security patches and service packs
• Trains staff on general applications and corporate systems
• Assist with onboarding of new users
• Perform other duties, tasks, or assignments as assigned.
• Rotating weekend morning coverage of Help Desk

Qualifications

• Associate's degree in computer science, information technology, business administration, or a closely related field, or equivalent experience preferred
• Basic understanding of networking
• Good knowledge of computer systems, printers, and peripherals
• Ability to deploy, configure, and support operating systems on laptops, workstations, and tablets
• Experience with Microsoft Office Suite
• Experience with Active Directory (users, security groups, distributions groups, etc.), DNS, DHCP and Print Servers
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to provide professional customer service
• Ability to prioritize tasks, stakeholders, and time
• Organized and professional demeanor
• Strong attention to details
• Positive attitude and motivation to grow professionally
• Ability to work independently or as part of a team.
• Ability and means to travel to store locations in Salt Lake, Utah, Davis and Tooele Counties

Physical requirements
This position's physical demands listed below reflect activities employees are expected to perform during each day worked.
Environmental Factors
Occasionally
Frequently
Environmental Factors
Occasionally
Frequently
Heat during summer
Climate Controlled Environment
Fumes, gases, odors, dust
Cold during winter
Climate Controlled Environment
Grease, oil, mud
Biological hazards
Moving mechanical parts
Chemical hazards
Noise
Electrical hazards
Hot temperature devices
Sharp objects/tools
X
Physical Effort
Occasionally
Frequently
Physical Effort
Occasionally
Frequently
Sitting
XXX
Repetitive use of hands/arms
XXX
Standing
XXX
Repetitive use of legs
XXX
Walking
XXX
Grasping
XXX
Bending or twisting
XXX
Lifting or carrying
Crawling
10lbs or less
XXX
Climbing
11 to 20lbs
XXX
Reaching Overhead
XXX
21 to 30lbs
Crouching
31 to 40lbs
Kneeling
50 to 75lbs
Balancing
75-100lbs
Pushing or pulling
Eye hand coordination
XXX
Talking
XXX
Fine Manipulation
XXX
Please choose one:
• I have reviewed this job description and I understand all my job duties and responsibilities and I am able to perform the essential functions as outlined.
• I am unable to perform the essential functions as outlined. I wish to seek a reasonable accommodation under the Americans with Disabilities act.
• I am unable to perform the essential functions as outlined.
Print Name
Signature Date
Job purpose
The Help Desk Support utilizes product information or solution database to research, troubleshoot, and deliver solutions. Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. In addition, Help Desk Support escalates problems to appropriate levels or teams to achieve issue resolution.
Duties and responsibilities

• Provides Tier 1 technical support and services for end users
• Escalates issues to Tier 2 when appropriate
• Provides support with maintenance, configuration, and reliable operation of end-user computer systems
• Installs and upgrades computer components and software
• Provides support related to laptops, workstations, printers, and related peripherals (monitors, docking stations, keyboards, mice, webcams, etc.)
• Troubleshoots hardware and software errors by running diagnostics and documenting problems and resolutions
• Manage user account permissions and access rights
• Troubleshoot and resolve Help Desk tickets submitted by Store and Office Personnel
• Perform routine/scheduled security patches and service packs
• Trains staff on general applications and corporate systems
• Assist with onboarding of new users
• Perform other duties, tasks, or assignments as assigned.
• Rotating weekend morning coverage of Help Desk

Qualifications

• Associate's degree in computer science, information technology, business administration, or a closely related field, or equivalent experience preferred
• Basic understanding of networking
• Good knowledge of computer systems, printers, and peripherals
• Ability to deploy, configure, and support operating systems on laptops, workstations, and tablets
• Experience with Microsoft Office Suite
• Experience with Active Directory (users, security groups, distributions groups, etc.), DNS, DHCP and Print Servers
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to provide professional customer service
• Ability to prioritize tasks, stakeholders, and time
• Organized and professional demeanor
• Strong attention to details
• Positive attitude and motivation to grow professionally
• Ability to work independently or as part of a team.
• Ability and means to travel to store locations in Salt Lake, Utah, Davis and Tooele Counties

Physical requirements
This position's physical demands listed below reflect activities employees are expected to perform during each day worked.
Environmental Factors
Occasionally
Frequently
Environmental Factors
Occasionally
Frequently
Heat during summer
Climate Controlled Environment
Fumes, gases, odors, dust
Cold during winter
Climate Controlled Environment
Grease, oil, mud
Biological hazards
Moving mechanical parts
Chemical hazards
Noise
Electrical hazards
Hot temperature devices
Sharp objects/tools
X
Physical Effort
Occasionally
Frequently
Physical Effort
Occasionally
Frequently
Sitting
XXX
Repetitive use of hands/arms
XXX
Standing
XXX
Repetitive use of legs
XXX
Walking
XXX
Grasping
XXX
Bending or twisting
XXX
Lifting or carrying
Crawling
10lbs or less
XXX
Climbing
11 to 20lbs
XXX
Reaching Overhead
XXX
21 to 30lbs
Crouching
31 to 40lbs
Kneeling
50 to 75lbs
Balancing
75-100lbs
Pushing or pulling
Eye hand coordination
XXX
Talking
XXX
Fine Manipulation
XXX
Please choose one:
X I have reviewed this job description and I understand all my job duties and responsibilities and I am able to perform the essential functions as outlined.
X I am unable to perform the essential functions as outlined. I wish to seek a reasonable accommodation under the Americans with Disabilities act.
X I am unable to perform the essential functions as outlined.
Print Name
Signature Date