IT Help Desk Technician

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensures the Help Desk operates as a highly professional service meeting the needs of the company and end users, including meeting identified Service Level Agreements (SLAs).
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Serves as the single point of contact for the Help Desk and manages problem reports using our internal help desk system (JIRA).
• Responds to queries in person, over the phone, or via email for customers seeking help.
• Writes training procedures, trains computer users, and cross-trains.
• Maintains daily performance of computer systems.
• Assists in troubleshooting problems and advises on the appropriate action.
• Installs, modifies, and repairs computer hardware and software as needed.
• Cleans up computers and runs diagnostic programs to resolve problems.
• Installs computer peripherals for users.
• Follows up with customers to ensure issues have been resolved and gathers feedback from customers about computer usage.
• Ensures that requests for assistance are properly logged and responded to in a timely manner and according to agreed standards and procedures.
• Provides feedback about the problems found during the day to prevent common errors.
• Seeks help from IT staff to resolve complex problems.
• Understands and troubleshoots IT issues the end user is having and resolves with plans to address the root cause of the issue.
• Confers with IT Team on issues and performs other duties as requested by Management.

QUALIFICATIONS

• High school diploma required, Associate Degree and/or equivalent experience preferred.
• CompTIA A+ certification required or in the process of being obtained.
• CompTIA Network+ certification a plus.
• CompTIA Security+ certification plus.
• Microsoft Technology Associate (Operating Systems and Networking Fundamentals) certification a plus.
• Microsoft Office 365 Administration is a plus.
• Azure Administration certification is a plus.
• Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and Access) is required.