IT Technician

About the role

IT Help Desk Technician will have a direct interface with staff, management and team.

Essential Functions

• Answer Help Desk telephone, e-mail, and self-service requests
• Perform effective first-level troubleshooting of hardware, standard software, local applications and efficient response to inquiries
• Call ticket entry, monitoring, follow up, resolution, and closure utilizing the Help Desk software
• Communicating with IT team, management, and end users to ensure satisfactory resolution of issues and provide a timely status of any and all issues
• Prioritizes IT Requests based on Impact and Urgency
• Resolution of Level I IT Requests
• High level of Customer Service Satisfaction is mandatory on IT requests
• Contribute to building a knowledge base of problem resolutions, work flows, and procedures, related to operating a customer focused Help Desk
• Provide guidance on process improvements with IT support in Newport, Prescott, Earth City and Level I/II Desktop Support
• Assures all activities comply with established company policies
• Performs all job duties and responsibilities in a compliant and ethical manner
• Participate in new application roll-out testing and special projects as needed
• Testing and documentation of all new operating systems, software, and hardware prior to rollout
• Acts as a resource on department and site projects and meets deadlines
• Communicate network security to executive team, staff, partners, and customers
• Follow company standards of group and folder access for all users and service accounts; ensure security requests have proper approval document changes
• Promote the security relationships between internal resources and external entities, vendors, and partner organizations
• Work closely with IT Department on corporate technology to fully secure information, computer, network, and processing systems
• Maintain, and assist in the enforcement of policies, procedures, and associated plans for system security administration and user system access, based on company policies
• Follow all safety and environmental requirements in the performance of duties
• Other accountabilities as assigned

Physical Requirements

• Ability to lift up to 50 pounds
• Ability to work in confined spaces and near operating equipment
• Up to 10% travel
• Ability to work in moderate to loud noise environments
• Ability to work hours necessary to support production and maintenance activities

Qualifications

• Experience in a Help Desk Analyst role or a similar customer support role involving information technology
• Strong interpersonal and phone skills/communication skills
• Excellent oral and written communications skills; ability to communicate with a variety of people including management
• Knowledge of information security standards
• Able to manage projects and follow a standardized project methodology
• Knowledge of standard networking concepts
• Able to use detailed knowledge of Microsoft systems to effectively troubleshoot user access level issues
• Able to work in an enterprise environment and function as a technical contributor among a team of peers and subject matter experts
• Able to communicate and work with customers without supervision and minimal guidance
• Able to express technical information in a non-technical manner
• Excellent analytical and problem-solving skills
• Hardware and Desktop Support for PCs with a Windows operating systems or Apple product with OSX environment and higher along with MS Office programs
• Oracle client issues and deployment of packaged software/fixes
• Experience providing user support and set up for PC and Laptop Support, Mobile Phones, etc.
• Demonstrate solid understanding of an IT Ticketing System
• Good organizational skills