Helpdesk Technician

Job Description
General Description
IT Helpdesk Technician IIprovides a variety of user, desktop, and production support for multiple sites in the United States. The position will handle front end user requests in person and remotely, onboard and offboard users, maintain desktop and printers, keep inventory, and assist in any IT projects as required. The role will share in rotating on call support. Some travel will be required.
Task Profile (Individual duties, assignments and responsibilities required of the position.)
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Be the first point of contact for user questions and support requests.
• Provide Windows 7, 10, and 11 support for users at multiple sites.
• Provide software support for Microsoft Office, IP phones, and other end user applications.
• Triage and troubleshoot basic network issues.
• Manage users and groups in Active Directory.
• Manage mailboxes in Microsoft Exchange.
• Image and ship computers, coordinate the return of equipment.
• Assist with vendor management.
• Maintain documentation.
• Create and provide end user training.
• Rack and stack network equipment.
• Escalate issues to MSP and Systems Administrators.

Requirements Profile (Competencies, skills, abilities, experience, education necessary.)
Competencies:
Leadership:
Project management
Teaching
Personal:
Self-motivated
Organized
Eager to learn
Interpersonal:
Excellent customer service
Excellent written and verbal communication
Team player
Skills/Abilities
•Windows 10 and 11
•Active Directory
•Microsoft Exchange
•Microsoft Office
•Helpdesk ticketing system
•Desktop Imaging
•PowerShell
•Network cabling
•OSI model
•DHCP
•DNS
•Mobile Device Management
Education/Experience

• Associates Degree in Information Systems or equivalent experience.
• 2 or more years working with an enterprise IT structure.
• Industry certification preferred.

Supervision (Type degree of staff responsibilities.)
None
Work Environment (Expected working conditions, physical effort required approximate amount of travel.)
Office environment with occasional exposure to production areas. The position will require wearing common protective or safety equipment as designated by company policy. The position may require sitting for extended periods of time. The position may also require the use of hands with computer and the lifting of objects weighing up to 35 pounds. May be some travel to other Boyd facilities.
Requirements
General Description
IT Helpdesk Technician IIprovides a variety of user, desktop, and production support for multiple sites in the United States. The position will handle front end user requests in person and remotely, onboard and offboard users, maintain desktop and printers, keep inventory, and assist in any IT projects as required. The role will share in rotating on call support. Some travel will be required.
Task Profile (Individual duties, assignments and responsibilities required of the position.)
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Be the first point of contact for user questions and support requests.
• Provide Windows 7, 10, and 11 support for users at multiple sites.
• Provide software support for Microsoft Office, IP phones, and other end user applications.
• Triage and troubleshoot basic network issues.
• Manage users and groups in Active Directory.
• Manage mailboxes in Microsoft Exchange.
• Image and ship computers, coordinate the return of equipment.
• Assist with vendor management.
• Maintain documentation.
• Create and provide end user training.
• Rack and stack network equipment.
• Escalate issues to MSP and Systems Administrators.

Requirements Profile (Competencies, skills, abilities, experience, education necessary.)
Competencies:
Leadership:
Project management
Teaching
Personal:
Self-motivated
Organized
Eager to learn
Interpersonal:
Excellent customer service
Excellent written and verbal communication
Team player
Skills/Abilities
•Windows 10 and 11
•Active Directory
•Microsoft Exchange
•Microsoft Office
•Helpdesk ticketing system
•Desktop Imaging
•PowerShell
•Network cabling
•OSI model
•DHCP
•DNS
•Mobile Device Management
Education/Experience

• Associates Degree in Information Systems or equivalent experience.
• 2 or more years working with an enterprise IT structure.
• Industry certification preferred.

Supervision (Type degree of staff responsibilities.)
None
Work Environment (Expected working conditions, physical effort required approximate amount of travel.)
Office environment with occasional exposure to production areas. The position will require wearing common protective or safety equipment as designated by company policy. The position may require sitting for extended periods of time. The position may also require the use of hands with computer and the lifting of objects weighing up to 35 pounds. May be some travel to other Boyd facilities.