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Form of workJob Description
Position Summary
The Help Desk Support Technician provides technical support to users in an efficient and customer-service oriented manner. This role is the organization’s front-line in responding to and solving technical problems, as well as providing support in many other areas of the business. This position requires occasional travel to off-site locations in the greater Des Moines area and neighboring Midwest states to provide support. (Missouri, Nebraska, Illinois, South Dakota)
Essential Duties and Responsibilities
- Provides first level contact and conveys resolutions to internal customer issues and requests.
- Manages ticketing and queues for the Help Desk, providing exceptional support and resolution times.
- Follows up with customers, provides feedback, and sees problems through to resolution.
- Tracks, routes, and redirects problems to correct resources.
- Diagnoses computer hardware, mobile devices, copiers, printers, software, 3rd party technology, and network connectivity issues including LAN, WAN, and VPN access.
- Assists with application provisioning and deployment of new technology equipment to end-users and new staff.
- Ensures company-related technology equipment is properly maintained and operational.
- Maintains company-related technical orientation and training programs.
- Implements and maintains company-related technology inventory (hardware, software, and licensing.)
- Other duties as assigned.
Requirements
- Associate degree in computer science or related technology field.
- Two years’ minimum experience in the information technology field.
- Proficiency in Microsoft Office / Office 365 and application support experience.
- Experience with operating systems, including Microsoft Windows, MacOS, iOS, Android, and Linux.
- Working knowledge of basic computer networking. (LAN, WAN, VPN)
- Working knowledge of computer hardware (Desktops, laptops, tablets, workstations, etc.)
- Strong work ethic and ability to thrive in a fast-paced learning environment to quickly acquire new skills.
- Must have a valid driver’s license, a reliable vehicle to perform various help desk tasks and proof of liability insurance.
- Ability to lift at least 25 pounds.
- Ability to absorb and retain information quickly.
- Ability to Provide excellent customer service in both written and oral communication.
- Ability to plan and organize daily schedules while meeting company deadlines and service levels.
- Ability to work in a team-oriented, collaborative environment.
Success Factors
- Advanced troubleshooting skills.
- Ability to multitask, prioritize, and meet deadlines under pressure.
- Demonstrate strong ability to document and follow processes and procedures.
- Outgoing personality with the ability to be flexible and interact with all levels of management and staff.
Note: This job description describes the general nature and essential functions of the position without including peripheral and incidental duties. Contents of this job description are subject to change at the discretion of the employer. Employees may receive other job-related instructions and be required to perform other job-related work as requested by the manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.
