Help Desk Junior Technician

 Job Summary 

The Helpdesk Junior Technician is responsible for providing initial technical assistance and support related to computer systems, hardware, software and peripheral devices. This is a primarily onsite position (~80% onsite, 20% remote) at our Houston, TX call center office.  Responds to Helpdesk requests, runs diagnostic programs, isolates problems, and implements solutions in a timely manner. Work with other IT team members to complete various infrastructure projects as assigned. Individual must have an initial level of proficiency in computer hardware and software and possess a passion for technology.

Essential Duties

• Responsible for creating and resolving helpdesk trouble tickets in a timely manner for end-users experiencing problems with computer-related technologies.
• Interview end-users to collect information about problems and lead users through diagnostic procedures to determine source of error.
• Troubleshoot and handle problem recognition, research, isolation, resolution, dispatch and follow-up for routine end-user problems, making repairs and corrections where required.
• Track, follow-up, and communicate to appropriate parties regarding ongoing issues, status and resolution of trouble tickets.
• Install, maintain, troubleshoot and upgrade computers, laptops, zero clients, monitors and peripheral equipment, as well as configuring operating systems and software.
• Educate and instruct end-users on various application and hardware issues and help users in effective use of applications.
• Escalate more complex problems and/or outages to the appropriate team members.
• Will help manage user accounts (Active Directory, e-mail, etc.).
• Will help maintain documentation for installation, configuration, deployment and maintenance procedures and troubleshooting practices.
• Will help with tracking IT equipment; track and decommission obsolete hardware; identify problem equipment and maintain replacement stock.

Competencies

            Organization

• Decision Quality – Making good and timely decisions that keep the organization moving forward.
• Drives Results – Consistently achieving results, even under rapidly changing circumstances.
• Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.
• Self-Development – Actively seeking new ways to grow and be challenged using both formal and informal development channels.

      Position Specific

• Written Communications – Is able to write clearly and succinctly in a variety of communication settings and styles.
• Timely Decision Making – Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure.
• Functional & Technical Skills – Has the functional and technical to do the job at a Junior level of accomplishment.
• Learning on the Fly – Learns quickly when facing new problems, a relentless and versatile learner, open to change; analyzes both successes and failures for clues to improvement, experiments and will try various options to find solutions, enjoys the challenge of unfamiliar tasks.

Technical and/or Functional Skills & Knowledge

Junior level experience with the following:

•  End user hardware (laptops) and software.
• Microsoft Operating Systems (Window 11).
• Microsoft Office applications (Outlook, Word, Excel).
• Managing user accounts such as in Active Directory.
• Helpdesk tracking systems.
• Strong Customer Service skills.
• Good communication, analytical, problem solving, troubleshooting and time management skills.
• Ability to effectively multi-task and to follow established processes and procedures.

Qualifications:

• 1-2 years work experience in Helpdesk and desktop support.
• Primarily onsite position (~80% onsite, 20% remote) at our Houston, TX call center office.
• Work schedule for this position will generally be Monday - Friday, 7am-4pm, adjusted as needed per ARS needs
• Some paid weekend and after-hours work will periodically be needed.
• CompTIA A+ or similar certification a plus.
• Ability to travel to remote offices for technical support (may require short multi-day travel a few times a year)
• Ability to learn new skills quickly with minimal guidance.
• Must be able to lift 50 lbs
• Must be able to sit for extended periods of time

Work Environment 

While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary the majority of the work day. This position is in a call center with moderate to high noise levels & frequent foot traffic. This position routinely uses standard office equipment such as computers. Work area stations and cubicles are close in proximity to others.

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. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers; and have moderate reach with hands and arms. The employee is regularly required to talk and hear, sit and see in order to perform close-up computer work and phone equipment, and requires close-up vision and color recognition.

Reasonable Accommodations

Reasonable accommodations may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions, as defined per Company policy.

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.