IS Helpdesk - Level l

Job Title: IS Helpdesk - Level 1

Location: Elk River, MN Location

Department: IS

Supervisor: IS Director

FLSA Status: Non-Exempt

Summary 

The IT Help Desk provides frontline technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and technology-related issues. This role serves as the primary point of contact for IT service requests, responding to incidents through phone, email, web-based systems, and in-person support. The technician is responsible for documenting and tracking support activities, escalating complex issues when appropriate, and ensuring timely resolution of user concerns to minimize business disruption.

In addition, the IT Help Desk installs, configures, maintains, and supports end-user devices and peripheral equipment; assists with hardware deployments, user administration, imaging, and inventory management; and participates in testing and evaluating hardware and software solutions. The position also contributes to system documentation, user training, reporting, and continuous improvement efforts while collaborating with technical staff and developers to support organizational technology needs. Successful candidates demonstrate strong customer service, problem-solving, and communication skills and participate in ongoing professional development and required training programs.

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide first-line analysis and response to incidents and service requests submitted by internal business users.
Respond to and resolve user requests for assistance in person, via phone, via web, and via email. 
Interview users to gather information about issues and guide them through diagnostic procedures to determine the source of errors. 
Perform diagnostics and work with users as needed to properly document, prioritize, and queue incoming requests requiring higher-level support.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user issues, referring more complex problems to supervisors or technical staff. 
Utilize and maintain the help desk ticketing system.
Log and track requests using the problem management database and maintain history records and related documentation. 
Install, test, and troubleshoot personal computers, thin clients, phones, and peripheral equipment. 
Perform routine support tasks such as hardware deployment and maintenance, user administration, imaging, and inventory management, leveraging supervisors or technical staff as required.
Test software and hardware to evaluate usability and effectiveness in supporting business operations.
Participate in the on-call rotation and respond to IT requests during and outside normal business hours.
Prepare standard statistical reports, including help desk incident and service request reports.  Assist in creating, maintaining, and delivering high-quality IT documentation and end-user training related to computers, devices, applications, communications, and associated equipment. 
Participate in and successfully complete all company-required training programs, continuing education courses, compliance training, and professional development activities.

Supervisory Responsibilities 

This job has no supervisory responsibilities.

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Customer Service - Responds to requests for service and assistance; meets commitments.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Qualifications  To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience 

Associate's degree or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

Language Skills 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.   Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills 

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills 

TTo perform this job successfully, an individual should have technical knowledge of Windows desktop, Windows Server, various thin client operating systems, and should be familiar with most basic desktop system administration tools and processes. Familiarity with/knowledge of the following is preferred: Office 2016, MS Terminal Services, roaming profiles / DFS, Active Directory, DNS, DHCP, Group Policy, PowerShell, batch scripting, basic telephony, VOIP, Cisco/HP LAN/WAN network infrastructure, SAN/NAS, switching and routing, VMWare virtualization, FTP, FTPS, IPSEC / SSTP VPNs, etc.

Certificates, Licenses, Registrations 

Favorable background investigation results

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; use hands to type, handle, or feel; reach with hands and arms, and talk or hear. They employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include those used to work with computers.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.