Help Desk Technician

What the Help Desk Technician Does Daily

• Tracks and monitors support issues to ensure a timely resolution and that all issues are resolved to the end user’s satisfaction
• First point of contact for all service requests for technical support in a Microsoft Remote Desktop environment
• Provide support for Windows 10 Laptop/Desktop Operating Systems
• Identify, research, and resolve technical problems within technical abilities
• Use company ticketing system, knowledgebase, and internet for research
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action
• Analyze and resolve problems with core business applications
• Manage inventory of all stock items (paper, forms, PCs, PC parts, peripherals, etc)

Additional Responsibilities

• Carries out duties assigned System Administrators or Director of Information Technology as required

Qualifications

• Education and Experience: Abilities in Root Cause Analysis and troubleshooting experience with ability to problem solve on the fly Knowledge, Skills and Abilities: Experience with all Microsoft Standard Applications/Operating Systems Office 365 support and administration Knowledge of Active Directory administration including account creation, group member administration, and computer management Excellent troubleshooting skills Excellent Customer Service & interpersonal skills Excellent verbal and written communication skills Self-starter with detail oriented work habits Able to maintain confidentiality Display professional demeanor

Physical Requirements

• Sitting for long periods of time, walking, finger dexterity, feeling, repetitive motions, and talking, hearing and visual activity
• Occasional lifting (up to 20 pounds)

Working Conditions

• Normal office environment
• This role routinely uses standard office equipment such as computers, phones, and copier/printer/scanners