Helpdesk Technician

Support and maintain in-house computer systems, desktops, POS, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. Troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.

Responsibilities

• Provides “ownership” of assigned problems through final resolution.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstation hardware, networked peripheral devices, and networking hardware and software products.
• Ensures the confidentiality and security of individual and company information.
• Logs all activity in the IT Ticketing System; responsible for tracking and closing tickets assigned; accurately documents instances of hardware failure, repair, installation, and removal.
• Supports development and implementation of new computer projects and new hardware installations for life cycle management and implementation of new stores.
• Conducts research on computer products in support of PC procurement and development efforts; evaluates and recommends hardware products for purchase.
• Works with end users to identify and deliver required PC service levels.
• Provides training and supports to end users and staff on computer operation.
• Performs on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommends and implements corrective hardware solutions, including off-site repair as needed.
• Receives and responds to incoming calls, pages, and/or e-mails regarding IT problems.
• Works with Help Desk Manager to maintain an inventory of all IT-related assets.
• Monitors and tests PC performance and provides PC performance statistics and reports.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.
• Liaises with third-party support and PC equipment vendors as needed.
• Complies with all Department IT policies and Company Policies.
• Maintains confidentiality of all information and data.
• Enforces all company software and hardware standards.
• Develops, implements, and maintains policies and procedures.
• Performs other duties as assigned.

Requirements

• Degree or college diploma preferred, in the field of computer science or other related academic fields.
• CompTIA or HDI Certifications a plus.
• Must have on-call availability.
• Excellent technical knowledge of PC hardware.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience with Windows-based computer systems.
• Working technical knowledge of current network protocols, operating systems, and standards, including TCP/IP.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Must be able to communicate in English.
• Must possess a valid driver's license and be insurable to drive.

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Must occasionally lift and/or move up to 50 lbs., such as lifting and transporting objects like computers and peripherals.
• Physical attendance at the primary work location is required.

Benefits

• Paid vacation
• 401K and matching contributions
• Health, dental, and vision insurance
• Short and long-term disability insurance
• Life insurance
• A clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more!