Information Technology - Helpdesk Technician

Essential Functions

• Provide first line of support to troubleshoot network, hardware, software, and telephone problems.
• Act as a first point of contact for the Help Desk Support team to start the problem determination process for desktop and network issues.
• Organize, prioritize, and execute support requests.
• Document, track, and monitor problems to ensure timely resolution; escalate problems as appropriate.
• Serve as a liaison to other departments when setting up new staff members, computer equipment, software, or systems.
• Process equipment and software orders.
• Draft and update policies and procedures related to computer support including manuals and audits for installation and use of IT hardware and software.
• Provide excellent and thorough on-site technical support.
• Track, distribute, and install equipment and related materials.
• Aid with computer operation scheduling, backup, storage, and retrieval functions of the computer network.
• Manage logins and passwords for all systems and applications.
• Maintain confidentiality of employee and agency records and concerns.
• Respond to all phone messages, staff requests, and emails as appropriate and in a timely manner.

Qualifications

• BS/BA degree in related field required.
• Windows MCSA Certification or working toward certification preferred.
• Minimum of 2 years of experience in Help Desk or equivalent responsibilities.
• Experience with networking and network administration, including cabling, routers, switches, TCP/IP, and data security.
• Experience with Windows 10 troubleshooting and problem solving.
• Experience installing and troubleshooting business oriented software for PCs (including Adobe, Outlook 2019, MS Access, MS Office 2019, and QuickBooks).
• Experience with Dell, HP, and PC compatible hardware.
• Knowledge of Windows 2016 Server; Veritas Backup Exec, Symantec, SQL Server 2014, and MS Access 2000.
• Motivation and desire to solve technical issues and help end-users.
• Ability to effectively present information and respond to questions from groups of staff and managers, and to communicate highly technical information to non-technical end-users.
• Demonstrated problem-solving skills.
• Ability to read, understand, and apply language from manuals, policies, technical procedures, and instructions.
• Demonstrated customer service skills.
• Read, communicate orally, and write in English.
• Able to handle multiple tasks simultaneously in a fast-paced environment with excellent attention to detail.