Help Desk Technician

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Provide internal users software and hardware support for their workstations, as well as account management support. Help desk analyst will also work supporting company server and hardware infrastructure, software for this hardware, and other various enterprise level software’s utilized by the business.

Responsibilities
• Imaging Laptops, desktops, servers, notebooks, and tablets.
• Working with Desktop Engineers to maintain image libraries.
• Troubleshooting hardware issues with Laptops, desktops, servers, notebooks, and tablets.
• Troubleshooting software issues with Laptops, desktops, servers, notebooks, and tablets.
• Acting as an account admin for various software products.
• Assist with Wireless account management.
• Troubleshoot internal network issues.
• IP phone support.
• Project work.
• Internal audio visual setup, tear down and troubleshooting.
• Hardware inventory maintenance.
• Corporate data center monitoring, and maintenance.
• Virtual server troubleshooting, building, and maintenance.
• Serve as part of the on-call rotation

Typical Deliverables
• Provide live phone support to internal user base.
• Provide ticket system support to internal user base.
• Provide email support to internal user base.
• Troubleshoot, document, and solve basic hardware, software, and connectivity issues independently.
• Read, and understand clear reference documentation to assist in troubleshooting issues.
• Follow rigorous checklists for task oriented work, such as workstation setup, and account maintenance.
• Work independently or with a team on project oriented work.
• Provide high levels of customer service to internal clients.
• Learn new skills and actively develop toward a Help Desk Analyst 2.

Knowledge / Background Experience
• Minimum of 4 years’ experience (or equivalent schooling) in a Help Desk role, system administrator role, or a software support analyst.
• Basic Windows OS experience including Microsoft and Apple operating systems.
• Basic Networking knowledge.
• Basic hardware knowledge including: laptops, desktops, servers, switches, and routers.
• Basic knowledge of Active Directory
• Microsoft Office experience (Office 365 is a plus)
• Knowledge of cabling and termination standards and experience working with Cat 5, Cat 5e and Cat 6 fiber terminations.
• Experience with current Internet Technologies/ protocols (TCP/IP, XML, HTTP, HTTPS, SFTP, and Application Servers) a plus.
• Solid methodical troubleshooting skills.
• Customer Service experience.

Technical / Functional Skills
• Works independently and as a team member in a high performance 24/7 availability environment.
• Working level of Documentation Skills, documents configurations, and project updates.
• Implements solutions within the context of higher-level requirements.
• Applies effective time management skills and can handle multiple tasks/projects effectively.
• Uses experience and seasoned judgment to suggest approaches that optimize among customer needs, business constraints, and technological realities.
• Stays current with industry trends and standards as well as how to integrate these into the help desk service catalog.
• Works effectively in a fast paced environment. Performs multiple tasks concurrently on tight timelines.
• Quickly gains basic understanding or working knowledge in new technical areas.
• Monitor, manage and resolve customer issues as well as coordinating service with customers; engage or escalates to vendors for service restitution as appropriate.