Help Desk Technician

Purpose of Job

The purpose of the Helpdesk Technician job is to function as an experienced IT resource in supporting the technologies and architectures selected by the Director of Information Technology. The Helpdesk Technician will also provide the necessary resources to effectively maintain the Windows based architecture including but not limited to the Windows desktop operating system, Microsoft Office suites, virtual infrastructure and connectivity to various back office products (Microsoft SQL, Microsoft Exchange, Active Directory, Sharepoint, and Citrix).

Essential Duties and Responsibilities

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Monitor and answer incoming helpdesk calls and effectively deliver exceptional customer service.

Effectively troubleshoot installed desktops and applications to ensure users’ technical resources are returned to them quickly and in proper working condition.

Effectively work help desk tickets to provide solutions within the defined GLC SLA.

Participate in team meetings and be instrumental in developing solutions to ensure continued improvement of the teams capabilities and efficiency.

Provide technical knowledge and function as a desktop support resource for GLC employees.

Be able to recognize when user instruction is needed and provide instruction to ensure that end users know how to properly use company provided technology.

Provide support for the maintenance and operation of the desktop infrastructure and the applications housed within the infrastructure to include log auditing, service pack/hotfix application, user account creation and resource management.

Provide troubleshooting support for applications and resources published within the Citrix Presentation Server environment.

Have an understanding of basic desktop build architectures to include: Hardware platforms, driver installation/troubleshooting, application deployment, networking in a TCP/IP environment and imaging.

Understand desktop networking in a TCP/IP environment and supporting AD integrated DNS and DHCP.

Have an understanding of Active Directory and its various architectures to support authentication.

Have a basic understanding of mobile device operating systems, particularly Apple iPad.

Effectively troubleshoot the printing infrastructure and its associated components.

Provide account provisioning within the Microsoft Exchange/messaging environment to support effective and timely business communications, creation of distribution lists and public folder integration.

Understand and maintain two factor authentication architectures from the desktop perspective.

Supply input on the desktop management and design for the GLC.

Provide account maintenance functions to support adds, moves and changes of AD accounts and Exchange accounts.

Be able to participate in an on-call rotation schedule for after hours support requirements.

Training and Experience Required to Perform Essential Job Functions

Bachelor's degree in Management Information Systems or commensurate experience required, a minimum of 1 year of documented experience in an IT organization within a desktop or server administration role or pertinent consulting experience, understanding of Windows 10 deployed within a Microsoft Active Directory environment and general system networking knowledge within a TCP/IP infrastructure is required. A full working knowledge of Microsoft Office 365 application suites and its deployment, maintenance and configuration is essential to the job responsibilities. Experience with Dell Desktops, Apple iPad, Citrix, and a wide array of desktop applications (Adobe suites, Visio, Project…) are a plus. Excellent oral and written communication and presentation skills required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.