IT - Network Operations - Help Desk Associate

Summary:

The person in this role will provide technical support to on site and remote users for company supported computers, applications, and platforms. This person will be responsible for troubleshooting issues, taking the appropriate action, and documenting results. The person in this role will also proactively identify reoccurring issues and seek to implement appropriate solutions.

Responsibilities:

 1. Respond to requests for technical assistance in person, via phone, electronically

7.  Log all help desk interactions into Change Gear

2.  Respond to requests after hours and on weekends as part of an on call rotation

8. Complete IT work log daily (capture time spent working support issues/projects)

3. Diagnose and resolve technical hardware and software issues

9. Escalate problems to appropriate resource

4. Research questions using available information resources

5. Advise user on appropriate action

6. Follow standard help desk procedures per the Help Desk Manual

Qualifications:

• High school diploma
• A+ Certification (preferred)
• 3+ years of experience administering and supporting Windows 7 platform and later
• 3+ years of experience in high volume customer service environment
• 3+ years of experience provisioning users, computers, groups in Active Directory
• Basic knowledge of TCP/IP networking and troubleshooting tools
• Familiarity with Microsoft’s best practices
• Working knowledge of Microsoft Office Suite (Microsoft Outlook 2016 and later)
• Experience working with call tracking/ticketing/desktop management solutions
• Experience supporting smart phones, tablets and other mobile devices
• Experience configuring and supporting network printers, scanners, copiers, faxes
• Experience supporting small to medium-sized remote offices

• Key competencies: Customer service orientated; Self-motivated; Proactive and productive mentality; Positive attitude; Good problem analysis and problem solving skills (deductive reasoning); Good oral and written communication skills; Adaptable to change; Good planning, organizing and time management skills; Ability to prioritize tasks by importance/severity; Ability to reprioritize tasks on the fly; Great attention to details; Ability to produce under stress

Physical Requirements:

• Some travel may be required (minimal)
• Must be able to lift 20lbs unassisted

10. Quickly identify and escalate situations requiring urgent attention

11.  Track and route problems and requests and document resolutions

12. Stay current with system information, changes and updates