HelpDesk Technician

Posted: 1 month ago

Essential Responsibilities and Duties:

  • Field Help Desk calls via phone, email, & tickets to create the initial record of the request or incident
  • Possess good customer service skills, patient and friendly in identifying and supporting the needs of end users
  • Resolve technical problems with Local Area Networks (LAN) & Wide Area Network (WAN)
  • Under supervision, tests network connectivity and access to ensure security, integrity and accuracy of data transmitted
  • Install, configures, implements and maintains desktop client software, e.g. Microsoft applications (Outlook, Exchange, Internet Explorer, Office, Windows, etc.)
  • Install, relocates and supports PCs, printers and other computer-related equipment
  • Maintains Anti-Virus system updates
  • Visit all departments to help with technical issues
  • Assist with the installation, configuration and management of network equipment as assigned
  • Coordinate to track, manage and reconcile asset database changes including decommissioning or disposal of assets
  • Some administration and hardware support of the servers as requested by the IT Manager
  • Upgrade systems and processes as required for enhanced functionality and security issue resolution
  • Administrate infrastructure, including firewalls, malware protection software and other processes
  • Support Microsoft Office 365 users throughout offices
  • Set up/support presentations and video calls for meetings, trainings and workshops
  • Work with Project manager and Vendors to deliver IT projects on a time and in budget
  • Map appropriate network drive to users and other technical equipment
  • Run diagnostic programs to resolve problems
  • Other duties as assigned.
Education and Experience:
  • Associate Degree in IT related field
  • A+ Cert or equivalent experience preferred
  • Effective problem-solving skills
  • 4+ year's experience in help desk systems
  • Advanced Proven ability to install & maintain hardware & software products
  • Analytical and problem-solving skills
  • Ability to respond to help desk requests after hours on a call rotation
  • Time management skills
  • Strong communication skills (written and verbal)
  • Ability to handle multi-task, set priorities & meet deadlines
  • Ability to work in a team and individually
  • Familiarity with VoIP phone systems