IT Help Desk Technician

OVERVIEW:

The IT Help Desk Technician is a focused individual who be responsible for providing fast and useful technical assistance to Fortis employees. You will answer queries on basic technical issues and offer advice to solve them. You will be assisting employees with computer systems, hardware and software.

ESSENTIAL DUTIES:

• Serve as the first point of contact for employees seeking technical assistance over the phone, email or Teams
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Changing configurations, settings and permissions to fix computer issues
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs/ticket system
• Monitor and order computer equipment inventory
• Responsible for setting up new hires appropriately with the necessary equipment and access to systems.
• Responsible for offboarding and maintaining/updating employee profiles and email address changes.

REQUIRED SKILLS/ABILITIES:

• Microsoft Windows Desktop Operating Systems (OSX experience a plus)
• Microsoft Office365 Tenant User Administration
• PC literacy with strong competency in all Microsoft Office Suite programs
• Possess problem solving skills
• Possess the ability to be accurate with data entry
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to diagnose and resolve basic technical issues
• Ability to focus
• Ability to multi-task and project manage
• Ability to function well in a high-paced and at times stressful environment
• Ability to use independent judgment in resolving various issues
• Ability to collaborate with team members and other departments

EDUCATION AND EXPERIENCE:

• Education: Associate’s or bachelor’s degree preferred in computer science or related field
• Experience: Minimum of two years of experience as a Help Desk Technician in a business-related environment
• Knowledge: High level knowledge of commonly used software, hardware and applications
• Preferred Certifications:
• CompTIA Network+
• Microsoft Certified Associate/Professional
• CISCO Certified Network Associate

PHYSICAL REQUIREMENTS:

• Working Conditions: This is an on-site position. Call Center/Office environment.
• Physical Activities: Occasional standing, stooping, reaching and lifting up to 45 pounds.
• Physical Demands: Prolonged periods of sitting at a desk, typing on a computer keyboard, and speaking on the telephone. Frequent repetitive motions.