IT Service Desk Technician

Nature and Scope

The IT Service Desk Technician reports to the Manager, IT Service Desk and is responsible for providing efficient and professional IT equipment support to associates across all the organization's locations, including configuring, installing, and supporting desktop PCs and laptops, software and peripheral equipment.

Requirements

• High school diploma or equivalent combination of education and experience will be considered.
• A minimum of 5 years of experience as IT support experience or relevant experience.
• Excellent verbal and written communication skills, problem-solving skills, organizational skills, and the ability to work both independently and in a team environment.
• The ability to independently organize work, balance multiple priorities, and manage a variety of projects in a high-volume work environment with strong attention to detail.
• A demonstrated understanding of Windows operating systems, software applications, and a working knowledge of the core processing system.
• A high level of understanding of PC architecture and peripherals, and a working knowledge of servers and networks.
• A reliable vehicle for travel to branches, and a flexible schedule to include weekend rotations, early mornings, late evenings, and holidays as needed.
• The ability to lift up to 50 pounds.
• A flexible schedule and ability to accommodate early mornings, late evenings, weekends, and holidays if needed.
• A thorough understanding of company policies and procedures as they relate to the position.
• The ability to understand and comply with all job-related state and federal laws and regulations.

Principal Accountabilities

• Install, upgrade, and configure printing, directory structures, rights, security, and software on company servers.
• Answer, evaluate, prioritize, and document incoming requests for assistance from associates experiencing IT problems and requesting IT services.
• Build, install, and deploy desktops, laptops, and other associate devices, software, and peripheral equipment at all company locations.
• Ensure the ticketing system is used for every interaction and that tickets are filled out completely and all troubleshooting activity is accurately reflected.
• Maintain and update the asset inventory.
• Train new associates on system use including laptops, phone systems, and VPN access.
• Cook up and deploy equipment collection from departing associates.
• Correspond with hardware vendors to request service for defective products and purchase new equipment.
• Mentor IT Service Desk Associates, when appropriate, with information related to hardware troubleshooting and deployment.
• Manage E-waste disposal process.
• Create and manage shared calendars.
• Provide physical access tokens as appropriate and maintain inventory.
• Work collaboratively to develop solutions to issues that have not been experienced before and document them for future reference in appropriate tool.
• Perform other duties as assigned.