Help Desk Technician I

About the role

The IT Help Desk Technician I provides first level client-computing desktop and operating systems service support to all users across the organization. Consistently applies service-desk processes and demonstrates strong customer service skills during all help desk interactions.

Responsibilities

• Serves as initial IT contact for all desktop and PC support issues.
• Documents customer inquiries through clear communication with the end user and takes appropriate actions to resolve technical problems.
• Responds to IT system hardware issues to gather and document information and escalates the issue to the appropriate IT team member(s) for resolution.
• Records issue resolutions and communicates with end users to ensure that they are satisfied with the resolution.
• Setups and supports new PC’s, monitors, printers and peripherals such as mice, keyboards, and other related electronic devices.
• Deliver and set-up computers at employee workstations.
• Assists other support technician(s) with deploying and configuring Windows PC’s.
• Participates in the upgrade or replacement of Windows PC’s.
• Gathers and tracks asset inventory (laptops, desktops, docking stations, monitors, etc.).
• Performs other duties as assigned to drive the vision, fulfill the mission, and abide by the values of this organization.

Skills

• Excellent customer service skills, clear communication, a passion for technology and a positive attitude.
• Detail-oriented individual with the ability to read and follow policy and procedure.
• Ability to work independently; a ‘self-starter’ that requires little supervision once given a task.
• Ability to lift, carry, and install various computers, monitors, and related equipment.
• Demonstrated ability to install, upgrade, troubleshoot, and diagnose issues with Microsoft desktop operating systems.

Qualifications

• High School Degree
• Prior help desk or service desk experience preferred
• Experience with installing, upgrading, troubleshooting, and diagnosing issues with Microsoft Office products (Outlook, Word, Excel, and PowerPoint)
• Experience with imaging PCs
• Experience with installing Windows operating systems from scratch

Work Environment

Office and Manufacturing floor; Requires physical capability to work up to 9 hours a day including; sit, stand, walk, stoop, kneel, crouch, ability to lift up to 50 lbs.