IT Help Desk Technician

Position: Support Desk Technician

Direct Report: IT Operations Manager

Division: Enerfab Shared Services

Location: Cincinnati, OH

Position Description:

The successful candidate will be responsible for providing internal support for IT requests. This position will be as part of a team that is the first line of support responding to requests and providing exceptional customer service to a variety of internal clients ranging from field workers to the executive team. The successful candidate will report to the Network/ VOIP Administrator.

Core Responsibilities:

• Provide technical assistance over the phone, electronically (email, chat, texting), and in person to both internal users and external customers
• Install, test and configure new laptops, printers, VoIP phones, peripheral equipment and software
• Provide IT support and resolve problems over remote sessions with end-users
• Assist with onboarding of new users by deploying new laptops/systems using standard hardware, images and software
• Diagnose, resolve, and document technical hardware and software issues
• Perform upgrades and patches
• Update inventories of hardware, software, and licensing
• Become familiar with and use company productivity tools such as the ticketing system, knowledge base, and phone functions

KSA’s (Knowledge, Skills & Abilities):

• Education: Associate's degree in Information Technology, Computer Sciences or related field(s) preferred, applicable work experience may be substituted for degree
• Oral communication – the individual speaks clearly and persuasively in positive or negative situations.
• Problem Solving – the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Judgment – the individual displays willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.
• Planning/Organizing – the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Safety: Maintain a “safety first” mentality

Preferred Experience:

• 1 to 3 years of Help Desk support experience preferred
• Associates/ technical degree in IT, Computer Science or related fields preferred

The successful candidate must:

• Be willing to work periodic overtime, including an on-call rotation
• Possess good verbal/written skills to provide effective phone, desk-side, and email support
• Possess knowledge of computer network hardware
• Have proficiency in Microsoft Operating system

WORK ENVIRONMENT AND EXPECTATIONS

• Job duties are performed mainly within an established office environment under normal lighting and climate-controlled tolerances. The noise level in the work environment is usually low to moderate.
• Requires a consistent physical presence at the office to oversee shared services functions and employees, normally achieved by working standard business hours. Certain positions will require a flexibility of working hours to meet the demands of the job and the direction of the manager.

The work environments are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing and walking.
• Requires lifting, positioning, pushing, and/or pulling.
• Prolonged periods sitting at a desk and working on a computer.

This job description does not constitute a written or implied contract of employment.  This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job.  Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises.

Enerfab is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran or any other protected class under federal, state, or local law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Applicants must be authorized to work for any employer in the U.S. 

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