Address
Form of workHelp Desk Technician
Purpose
The Help Desk Technician position provides technical support and assistance to our internal users. This role requires a a strong background in IT support, excellent communication skills, and the ability to troubleshoot a variety of hardware and software issues. This position will respond to and address submitted Help Desk tickets by diagnosing and resolving technical problems, maintaining hardware and software systems, and providing exceptional customer service to all users.
Key Responsibilities
- Provide technical assistance and support to internal users via phone, email, or in person.
- Respond to and resolve Help Desk tickets in a timely manner, ensuring all issues are documented and tracked.
- Address incoming Help Desk tickets related to computer equipment, applications, and IT peripherals.
- Install, configure, and maintain company issues desktops, laptops, printers, and other hardware systems.
- Install, configure, and troubleshoot software applications including operating systems, productivity suites, and specialized internal software.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Identify, track, and monitor repeating or ongoing support issues to determine long term resolutions.
- Perform routine maintenance tasks such as system updates, patches, and backups.
- Provide training and guidance to users on technology-related topics & gain feedback on their system usage.
- Maintain & manage internal group policy, active directory, and Office 365.
- Maintain accurate records of hardware and software inventory.
- Stay current with emerging technologies and tends in IT support.
Key Relationships
- This position will support all levels from office staff and factory support staff to executive level teams.
Required Education/Experience
- Associate degree in Information Technology, Computer Science, or related field preferred.
- CompTIA A+, CompTIA Network+ Microsoft 365 or Microsoft Certified IT Professional, Cybersecurity Certs are a plus
- Proven experience working in a Help Desk or technical support role.
- Strong knowledge of Windows operating systems.
- Experience with troubleshooting hardware, software, and network issues.
- Familiarity with internal ticketing systems and remote support tools.
- Excellent written and verbal communication skills as well as customer service knowledge.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ability to work independently and as part of a team.
Physical Requirements & Working Environment
- Ability to lift and carry computer equipment weighing up to 50 pounds.
- Ability to sit, stand, and walk for extended periods of time.
- Work is performed in both an office environment and manufacturing facility.
- Personal Protective Equipment (PPE) is required when working in the shop.
This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Management may assign or reassign duties and responsibilities to this job at any time.
Bellmont Cabinet Co. is a drug free and an Equal Opportunity Employer
