Helpdesk Technician

Description/Job Summary

The Helpdesk Technician provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks.

The position reports to the IT Manager.

Responsibilities/Duties

• Set up new users in Active Directory, Office 365 and Cisco Call Manager

• Manage support calls using ticketing software

• Troubleshoot and triage hardware, applications and operating system issues

• Conduct orientation for new users

• Perform basic network security administration

• Work on IT projects with supervision

• Perform hardware and software installation, configuration and upgrades

Required Skills

• Strong organizational, interpersonal and analytical skills
• Excellent customer service skills
• Strong attention to detail
• Ability to communicate clearly and effectively to co-workers with a wide range of technological skill level
• Ability to work collaboratively with other team members
• Ability to work effectively with all levels of the organization
• Strong problem-solving skills including the ability to research possible solutions
• Eager to learn and offer innovative solutions to the IT team

Required Experience

• A minimum of one (1) year of Helpdesk or IT support experience is required (experience can include internship or student work experience)

Required Education

• High School Diploma or GED is required education

Preferred Education

• A+ Certification
• Degree in Computer Science or related program

Required Qualifications

Must be a U.S. Citizen

Details

A COVID-19 vaccination is preferred for the position. Grunley will provide reasonable accommodations for disability, pregnancy and religious-based objections in accordance with applicable law. Some projects may require attestation of COVID-19 vaccination status or regular Covid-19 testing.