Help Desk Technician

Typical Day

• Monitoring and assigning tickets in the Help Desk system
• Updating SOE Dashboard information regularly
• Providing Help Desk support to resolve hardware and software issues for end-users
• Developing and documenting Help Desk and desktop procedures
• Aiding in the maintenance of cloud-based email solutions, assigning users, and supporting Active Directory
• Performing repairs and backups of desktop computers
• Communicating with IS and other staff to resolve departmental and end-user issues
• Creating and maintaining third-party software training manuals for staff
• Performing printer maintenance and repair
• Aiding the Systems Security Manager and Information Systems Management with special projects as directed
• Collaborating with IS team members, vendors, and all employees within the office
• Performing other duties as assigned

Qualifications

• A High School Diploma or equivalent (required)
• At least two years of experience installing, configuring, testing, and deploying software and computer equipment
• At least two years of experience with computer hardware, networking, printers, peripherals, and electronics
• At least three years of experience providing end-user technical support
• Skilled in troubleshooting and resolving hardware and software issues
• Proficient in Microsoft Office applications, Windows operating systems, and email systems
• Strong analytical and problem-solving skills, with the ability to communicate effectively with end-users, management, and IT staff
• Experienced using remote support tools
• Experienced creating technical documentation and training end-users on software applications
• Valid driver’s license
• Adaptable and able to perform additional duties as assigned in a fast-paced environment
• Exhibits strong customer service skills, maintaining professionalism in high-pressure situations

Preferred Qualifications

• Associate’s Degree in Computer Science, Information Systems, or related field
• CompTIA A+ and CompTIA Network+ Certifications
• Microsoft 365 Fundamentals (MS-900)