Ohmstede Industrial Services, Inc. Job Template - IT Helpdesk Technician

About the role

This position will be responsible for providing first and second-level support for a variety of IT applications and technologies.

Responsibilities

• Serves as first point of contact for employees needing technical assistance
• Provide technical and end-user support for issues directed to the helpdesk, including immediate support over the phone, resolution of tickets at your desk, or hands-on in-person assistance
• Triage incoming helpdesk requests, resolving those of a more general nature, and when necessary, assign the issue to appropriate IT staff members
• Document resolution of issues when closing helpdesk tickets
• Create and maintain formal procedures for problem resolution to share across the team
• Work with others on the team to balance workload and provide coverage during all posted hours of support
• Work with the support team to resolve issues that arise in purchased software applications, including shadowing users to observe errors, testing to duplicate errors, reporting issues to vendors and working with them to obtain fixes, resolving end-user procedural questions, documenting procedures, testing new updates and enhancements
• Image, configure, repair and deploy PC laptop computers and related components (monitor, dock, etc.)
• Maintain accurate inventory with use of company asset tracking system
• Provide application and network security including creating and deleting network IDs or application logins, assigning folder permissions, and granting application security access

Qualifications

• Excellent customer support skills, in person, over the phone, and in writing
• Strong work ethic and can-do attitude
• Professional demeanor and be a team player
• Commitment to Innovation and Improvement
• Dedication to improving the experience of interacting with computers for end-users
• Logical problem-solving skills and a willingness to learn
• Attention to details
• Ability to multi-task and follow-up on requests
• Strong software and hardware troubleshooting experience
• Knowledge of Exchange, Teams, Office, Active Directory
• Knowledge of PC imaging, BitLocker, end-point patching
• Apple iPhone troubleshooting and support
• Working knowledge of network operating systems, including Windows, Citrix, VMWare, etc.

Requirements

• Two or more years of experience supporting a complex applications environment is required
• The preferred candidate will have completed a two-year computer program at a technical college, but a four-year degree in Computer Science would be desirable
• Equivalent combinations of training and related experience may be acceptable
• Must comply with Ohmstede's drug and alcohol policy
• Must have a valid driver's license
• TWIC card may be required

Physical Demands

• Ability to lift up to 50 lbs.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

Work Environment

The primary work environment will be within an office setting.