Address
Form of workHELPDESK TECHNICIAN (FULL TIME)
DEPARTMENT
IT
CLASSIFICATION
Non-Exempt
REPORTS TO
IT Manager
DIRECT REPORTS
N/A
STARTING RATE$19.00/HourPOSITION DESCRIPTION:
Under general supervision, the Helpdesk Technician acts as the frontline support for issues coming through the IT helpdesk. Along with strong teamwork skills and the ability to work independently, this position needs to have the ability to resolve issues and communicate the resolution in a timely fashion. This position will organize, maintain, and prioritize helpdesk tickets, as well as maintain end user IT hardware and software and participate in other IT projects as needed.
POSITION DUTIES & ESSENTIAL FUNCTIONS:
Duties
Percentage
Organizes, maintains and responds to IT helpdesk tickets, including:
- Responding to helpdesk tickets via the phone, helpdesk system, or radio and providing IT support for end users.
- Following network security procedures for the purpose of Adds, Removes, and Changes for user accounts.
- Responding in a timely manner to service issues and requests.
- Following up with end users to ensure complete resolution of issues.
- Prioritization and Documentation of tickets.
- Communicating larger issues to IT manager.
70%
Configuring, installing, and supporting of IT equipment and software including:
- PC & Mobile Device setup, troubleshooting, diagnosing, and repair.
- Providing smartphone, handheld, and tablet support.
- Providing support for Point of Sale systems.
- Providing end user support and training for company approved software.
- Troubleshooting of printers, scanners, and copier equipment.
- Testing of new hardware and software technologies.
- Have a basic understanding of AV systems. IT deploys AV equipment for events.
20%
Participates in technology projects when assigned or as needed.
10%
*This position may at times be requested to perform other duties or special projects as assigned, which are in the best interest of the Kansas City Zoo & Aquarium.
MINIMUM QUALIFICATIONS:
- EDUCATION & FORMAL TRAINING:
- High School Diploma or equivalent required.
- Technical certification in computer related field preferred.
- EXPERIENCE:
- At least 1 year experience in computer/technology industry.
- PC hardware and software troubleshooting experience required.
- Comprehensive and working knowledge of Windows 7-10 required.
- Experience with Office products specifically Office 365 environments.
- Displays strong technical, logical thought process, and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work well within a team as well as independently.
- OTHER MINIMUM REQUIREMENTS:
- Must have valid driver’s license.
- Must be willing to work a flexible schedule, including weekends, evenings, and some holidays.
- Regular weekly schedule includes one weekend day.
- Must pass a background and drug screening.
