IT Help Desk Technician I

General Summary

The IT Help Desk Technician I will serve as the first point of contact for help desk tickets with technical assistance and will troubleshoot issues that arise through diagnostic techniques and asking pertinent questions. The Help Desk Technician I is based in our Ohio Division Office and works under the direction of the IT Help Desk Supervisor located at our Home Office in Valdosta, GA.

Preferred Job Skills

• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Knowledge of the following: Windows Server, Microsoft 365 Business, Active Directory, Backup methodologies.
• Strong analytical and problem-solving skills.
• Able to work with minimal supervision, exercise discretion, and use independent judgment.
• Able to demonstrate advanced computer and keyboard skills to include MS Office Suite.
• Acute attention to detail.
• Able to maintain required levels of confidentiality when entrusted with sensitive business, customer or employee related information.
• Able to maintain high levels of productivity, meeting deadlines while maintaining accuracy.
• Effective and professional communicator, both written and verbal.
• Able to maintain a pleasant customer service attitude while under pressure.
• High level of professional business acumen.

Mandatory Hiring Requirements

• References
• Background Check
• Drug Screen Testing
• Valid Driver’s License

Responsibilities

• Order, distribute, track, set up, troubleshoot and disable mobile devices for the Company.
• Distribution and troubleshooting of office hardware.
• Serve as the first point of contact for customers seeking technical assistance over the phone, email or help desk ticket system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Position Requirements

• Licenses: Valid state driver's license as required by job conditions or by the company.
• Education: High School Graduate/GED required. Bachelor’s Degree preferred.
• Experience: Minimum of 1 year of experience in Information Technology or equivalent combination of education and experience.

Working Conditions

• Work in a climate-controlled office setting with varying degrees of stress and time pressure.
• Considerable amount of time making repetitive motions.
• Considerable amount of time sitting.
• Considerable amount of time using telephone and computer.
• Sounds, noise levels may be distracting or uncomfortable.
• 15% Travel may be required.

Required Physical/Mental Functions

• Comprehend and practice safe work procedures as outlined in Company Safety Handbook.
• Read and interpret instructional manuals and written instructions.
• Must hear and see well (either natural or with correction).
• Must be able to bend, stoop, squat, kneel, push, pull and reach overhead.
• Able to lift objects weighing up to 30 pounds, with frequent lifting and carrying of objects weighing up to 20 pounds.
• Tolerant to prolonged sitting.
• Repetitive use of arms, hands, and fingers.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AAP/EEO Statement

Ace Electric, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other category protected by federal, state, or local law.