Level I Desktop Support Technician

Description

The hours for this role are Monday - Friday 8:30am - 5:00pm. This position is 100% onsite in Lancaster, SC. 

Summary of the Position: The IT Service Desk is the point of contact for all IT related incidents and service requests. The role of the Level I Desktop Support Technician is to provide support for all Nutramax Laboratories employees. The Level I Desktop Support Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.  The position requires one to be able to work in a fast-paced environment which provides services via the phone, e-mail and in person. Work is performed with some supervision but still requires initiative and sound judgement.

Roles and Responsibilities:

• Respond to and resolve new IT support requests in accordance with established SLAs and departmental goals.
• Analyze and resolve technical issues with NMX provided hardware, software, and telephone devices in a timely and accurate fashion. 
• Use Critical Thinking and Root Cause Analysis methodologies when performing trouble analysis and following through to resolution or escalation. 
• Follow solutions and KB articles to resolve helpdesk incidents.
• Escalate problems and issues to the next level support tier, management, or vendors as stated departmental guidelines, IT Management and/or business requirements.
• Prepare and install new IT equipment, including desktop, laptop, telephone, and other required devices.
• Perform upgrades on various hardware and software solutions.
• Install and configure new IT equipment as required.
• Provide end user training for existing, and planned technologies.
• Implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams as defined by department leadership.
• Maintaining the integrity and the security of the Nutramax network including remote access, password access, file access, and intruder access.
• Demonstrate a vigilant approach to safeguarding every aspect of the Nutramax IT environment against all malicious actors and the exploitation methods used.
• Providing support for home office and remote employees.
• Accurately record, update and document requests using the Nutramax Helpdesk system. 
• Conduct basic troubleshooting using verbal and other investigative methods to determine the appropriate level of support needed, resolving issues where possible or escalate to level II
• Use excellent communication skills (verbal and non-verbal) with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Develop and maintain end-user documentation of various software and procedures.
• Assist with and complete deliverables as assigned or approved by IT Management. This includes ad-hoc requests and project related tasks.
• Maintain a work environment that is clean and professional looking.
• Perform other assigned duties as may be required in meeting company objectives. 
• Communicate effectively with other departments within the organization and function within a team environment.
• Effectively communicate with the users through all stages of the resolution process. 
• Regular attendance is required.

Minimum Requirements:

• Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community.
• Working knowledge of networking concepts & technologies, Operating System technologies, and Security concepts.
• Must be customer service oriented.
• Excellent verbal, telephone, and written etiquette.
• Proven ability to follow instructions, work under direct or indirect supervision, and multi-task.
• Effective and efficient troubleshooting and problem-solving skills.
• Must be reliable and possess good organizational skill.
• Ability to lift, move and inspect computer terminals, servers, switches, printers, and related equipment.
• Ability to enter and access information from a computer.
• Capable of sitting for prolonged periods of time at a computer screen.
• Ability to operate general office equipment such as computers, copiers, fax, etc.
• Works in office conditions but may be required to visit other department locations with data processing and related communication equipment.
• Follow solutions and KB articles to resolve helpdesk incidents.

Education and Experience: 

• Associate degree in computer science (BS preferred) and/or equivalent technical certification with a minimum of 1-3 years of Information Technology work experience in a LAN/WAN environment.  
• Industry recognized technical certification such as a Microsoft MCSE, Network +, Server+ or A+ preferred but not required.
• Working technical knowledge of network and PC operating systems, including the most current Desktop operating system.
• Hands-on hardware/software troubleshooting experience. 
• Able to install, support, and troubleshoot server and PC hardware components and peripherals. 
• Prior experience with a helpdesk ticketing system.
• Prior experience working with imaging software to configure and deploy computers.
• Prior experience troubleshooting multifunction-printers.

Supervisory Responsibilities:  None