Helpdesk Technician - Temp

Position Summary

The Helpdesk Technician must provide users guidance and support by delivering timely problem resolution. The Helpdesk Technician acts as the key contact for on-site and remote users for terminal and production problems and inquiries, and is integral to the IT department's core objectives of data Confidentiality, Integrity and Availability.

This self-starting, customer facing, IT "generalist", position is instrumental in ensuring the efficiency of our workforce by maximizing the availability and responsiveness of technical resources. The incumbent will succeed through tenacity, creative problem solving, an unswerving commitment to customer satisfaction, and an ability to have fun helping others.

Job Duties/Responsibilities:

• Perform routine logical and sometimes physical maintenance on printers, laptop and desktop computers (Win 10), ensuring high levels of performance, availability and recovery capability.
• Protect the logical and physical security interests of the enterprise.
• Respond to user requests for information and perform problem resolution.
• Resolve technical computer equipment problems for both Windows Desktop and Server systems.
• Log, document and maintain history records on Information Technology problems via the ticket system and contribute to the IT knowledgebase.
• Initiate corrective action or carry out instructions to resolve system problems.
• Assist in the maintenance of the technical infrastructure services for users and computers including DNS, DHCP, Active Directory entities, printing, messaging, and telephony for the enterprise.
• Research, install, and test software updates and patches for supported applications and operating systems.
• Maintain contact with users on operational and production problems.
• Assist other IT personnel, as requested.
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.

Education/Experience:

• Associate degree in computer science, or related field - or equivalent combination of education and experience
• One or more years' experience in a helpdesk role
• Knowledge of both MS Windows desktop and server environments
• Strong general office computer skills incl. MS Office
• A+, MCSA (Win10), ACMT, HDI-CSR, ITIL (foundations) and/or similar certifications strongly preferred.
• Previous experience in Manufacturing environment a plus

Competencies:

• Ability to understand both technical and non-technical documents
• Ability to think critically and analyze and trouble shoot problems in a fast-paced environment
• Excellent verbal and written communication skills- clearly communicate with stakeholders of varying technical expertise on technical and customer support issues
• Positive attitude with strong interpersonal skills
• Team oriented, but with the ability to work independently

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to stand; walk; and use hands to finger, handle, or feel. The employee frequently is required to stoop, kneel; and talk or hear. The employee is frequently required to reach with hands and arms.

The employee must occasionally lift and or move up to 30 lbs. Specific vision required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.