IT Help Desk Tier 1

About the role

The IT Help Desk – Tier I position supports the IT Department by providing exceptional customer service to users calling for technical support. Answers phone calls into the help desk and documents those technical calls within the ticketing system. Ensures complete information is obtained. Provides technical service as directed; install and maintain the organization’s computer hardware, software, and network infrastructure. Troubleshoots problems that arise and resolves them in a minimally disruptive manner. Assists with training end users and ensures documentation of all activities within the help desk.

Responsibilities

• Answers calls from departmental telephone queue to assist employees with IT questions/issues.
• Documents all calls into the ticketing system ensuring all data is captured and documented to appropriately set up tickets for success with Tier 2 and 3 support technicians.
• Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions as directed.
• Installs, configures and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment, as directed.
• Tracks all equipment including laptops, personal computers, iPads, printers, etc.
• Performs and/or oversees software and application installation and upgrades.
• Maintains site licenses for department/organization.
• Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
• Documents processes.
• Assists personnel of other departments as a computer resource.
• Provides computer orientation to new and existing company staff.

Requirements

Demonstrated familiarity with Enterprise IT solutionsProven ability to work with internal and external customersDetail oriented, self-motivated, a problem solver and a team playerAbility to navigate multiple computer screens and browsers quickly and accuratelyAbility to excel in a very fast-pace team environmentAbility to continuously “exceed” company and customer expectationStrong communication skills & professional demeanor

Qualifications

• Minimum of High School diploma or equivalent (GED)
• IT Certifications preferred

Benefits

Health Benefits: Medical/Dental/Vision/Life InsuranceCompany Matched 401k PlanEmployee Stock Ownership PlanPaid Time Off + Paid HolidaysEmployee Assistance Program

Pay

Position Pay Range: $21.76 - $26.22

Schedule

Monday - Friday 8:00 - 5:00