Help Desk Technician I

General Purpose of the Position:

The purpose of this position is to provide support for Switch internal end users. In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Companys PCs, printers, servers, and related equipment.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Essential Duties and Responsibilities:
• Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues
• Provide helpdesk support and resolve problems to the end users satisfaction, both on site and using remote tools such as Remote Desktop or Bomgar
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Troubleshoots problems using desktop remote control products where possible and documents all services provided
• Monitor the ticketing system for tickets assigned to the queue and process first-in first-out based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Create/modify user accounts within Active Directory

Other Duties:
• Performs other duties as required
• Accurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service
• Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers
• Interacts with customers of IT services with a high degree of tact and diplomacy to promote a positive image of the IT department

Required Job Skills:
• Must be customer-focused, work well in a team environment, and provide quality service for the business client
• Must pay very close attention to detail
• Must have very good phone etiquette
• Must have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows Platform

Computer Equipment and Software:
• Experience administering windows domains with technologies:
• Active Directory
• Server operating systems
• Performance monitoring systems
• Scripting/automation
• Windows deployment Utilities
• Hands on ability with server equipment, client, and operating systems
• Ability to document, update, and implement system design

Education and Experience:

Certification: COMPTIA A+, COMPTIA Security+

Education: Associate Degree in related Information Technology field, or equivalent job experience for at least 1 year
Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.

The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds.