Help Desk Technician

Role & Responsibilities:

Device Support
Basic troubleshooting of corporate device hardware and software, including but not limited to workstations, laptops, cell phones, desk phones, printers, scanners, copiers, and tablets.
Hardware deployment and replacement
Hardware removal
Track and maintain inventory
Ensure we maintain assigned stocking levels
Help Desk software and ticket management
Evaluate new tickets to ensure that the proper support team responds to the problem
Follow the escalation procedure to escalate Tier 2 and Tier 3 tickets to the proper support groups
Identify related issues to ensure that each problem is escalated to the proper support team as quickly as possible
Ensure tickets are resolved efficiently with the appropriate resolution
Image Creation and Deployment
Create system images based on approved system builds
Ensure the approval procedure has been completed prior to deployment of all system images
Deploy system images to new and existing hardware
Purchasing
Obtain quotes for required equipment
Use internal approval systems to obtain Purchase Orders
Software Support
Follow software licensing procedures
Report any possible licensing infractions to System Administrator
Basic troubleshooting of in-house and purchased software
Work with Tier 2 and Tier 3 support groups to ensure all software issues are resolved
User Support
Provide End User support in person, phone, email, or through the Help Desk ticketing system.
Answer basic technical questions for staff and guests.
Qualifications:

All other duties as assigned by IT management
A 2 year diploma or equivalent in Information Technology
CompTia A+ is an asset but not required
CompTia N+ is an asset but not required
A class 5 driver’s license
Personal transportation
Required Skills:

Able to carry and lift items up to 50 pounds.
Must be able to work well with others.
Able to troubleshoot issues, evaluate solutions, implement resolutions, and possibly escalate the incident.
Ability to efficiently and effectively communicate with staff via phone, email, or in person.