IT Help Desk Technician

IT Help Desk Technician 
 

Position Summary:

The IT Help Desk Technician will take ownership and monitor support requests both locally and remote to ensure a timely resolution. This individual will provide professional technical support as needed via face-to-face interaction, chat, email, and telephone and will take part in the deployment, configuration, troubleshooting and support for employee workstations, laptops, smartphones, shop floor devices and printers. The role covers technical support of all systems as well as user training, operational guidance and activities as needed to ensure the smooth running of IT Systems. 

Essential Duties and Responsibilities:

• Install, configure and support Microsoft Windows operating systems and productivity applications such as MS O365, Adobe Acrobat etc.
• Assist with user account creation, modification and termination across multiple applications
• Track additions, systems documentation, disposals and transfers of hardware and software assets for inventory management
• Monitor, manage, replace, repair, clean Office and Shop floor IT equipment
• Provide user training, advice and guidance in operation of MES, ERP, etc. systems
• Employ best practices to maintain our technical facilities to the highest standard
• Execute and assist in the deployment, maintenance, upgrade, and support of infrastructure and business systems, and associated hardware and software
• Ensure the efficient utilization of IT resources
• Analysis of system performance, network and Help Desk activities to enhance overall service delivery to the business
• Work with other IT groups to keep up to date on user facing systems and software
• Assist with new projects and perform other tasks as assigned

Qualifications:

• Excellent customer service and communication skills (verbal and written)
• Ability to work and interact effectively with Frazier employees, the IT team and senior staff members to provide system training and guidance as needed
• PC hardware and software experience (build, repair, and troubleshooting issues)
• Proficiency in Microsoft Word, Excel, Visio and PowerPoint required
• Strong time-management skills
• Ability to work on several tasks at once with frequent interruptions while meeting deadlines
• Able to lift 60 pounds (monitors, computers, printers, servers, boxes), crouch beneath desks, and work on ladders (for wireless system maintenance, etc.)
• Independent ability to research technical problems and solutions
• Demonstrable knowledge of Windows operating system
• Desire to work in a fast-paced environment

Preferred Technical Skills:

• Technical knowledge of PC and desktop hardware
• Technical knowledge of laptop and mobile devices
• Hands-on hardware troubleshooting experience
• Technical knowledge of Printers and Print Servers
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Working technical knowledge of current operating systems and troubleshooting best practices
• Ability to operate tools, components, and peripheral accessories for troubleshooting, including remote tool to support off-site users
• Able to read and understand technical manuals and procedural documentation
• Ability to conduct research into PC issues and products as required

Education and Experience:

• High School Diploma required. Bachelor's degree and/or Technical certifications a plus
• Experience in IT services or a computer science-related field
• A+, Network+, or Microsoft Certified Professional

Job Type: Full-time

Required education:

• High school or equivalent

Required experience:

• Computer services or computer science-related field: 2 years