IT Helpdesk Support Technician

Position Summary

The IT Helpdesk Support Technician will provide direct support for 1200+ internal and external business technology users. Products/services include PC desktops/laptops, mobile devices, network connectivity, peripheral devices, printing/scanning, file sharing/collaboration tools, desktop application software, and conference room AV support. Candidate will be expected to expedite problem resolution, remediate technical issues and respond to general needs and questions relating to use of technology. Candidates must possess excellent communication, multi-tasking and problem-solving skills, with strong decision-making abilities, courteous and patient phone etiquette, and a detail-oriented work ethic.

Salary Range: $60-70k

Responsibilities

• Receive technical support requests from internal users via phone, email, and online ticketing system.
• Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Interact with end-users in a professional and courteous manner, providing quality service.
• Escalate problems as appropriate following HD procedures.
• Act as a liaison between users and internal support staff to assure accurate problem interpretation. Maintain communications with users during the problem resolution process.
• Regularly communicate with end-users as to the status of open tickets.
• Increase productivity by continued improvement of knowledge level and troubleshooting procedures.
• Assist on special projects as required. Training will be provided.

QUALIFICATIONS

Position Related Skills

• Excellent communication (both written and verbal) and problem-solving skills.
• Proficient in MS Office, MS Windows, and hardware troubleshooting.
• Positive attitude and ability to work well with others in a challenging environment.
• Ability to triage/prioritize multiple issues at once.
• Familiar with document editing/markup tools (Adobe, Bluebeam).
• Prior experience utilizing ticket tracking systems is a plus.

Professional Experience and Education

• High School Diploma or GED required.
• One to two (1-2) years’ experience preferred.

Physical and Mental Requirements

• Standing/Walking/Sitting: Workday is combination of sitting/walking and standing.
• Legs: Must be able to climb stairs - 20% of day.
• Hands/Arms: Constant use of hands/fingers for mouse/keyboard/computer use.
• Vision: Visual acuity in near, mid and far range vision. Color vision, peripheral vision, depth perception, hand/eye coordination.
• Hearing: Sufficient to hear conversational levels in person and over the telephone and radio; sufficient to hear alarms on equipment.
• Speech: Sufficient to make oneself heard in person, speak in front of groups, and be understood over the telephone and radio.
• Lift/Carry: Up to 50lb computer/drawings- minimal.
• Bending/Twisting: Minimal.
• Kneeling/Crouching/Crawling: Minimal.
• Constant mental alertness, accuracy, and attention to detail required.
• Work independently, make decisions, and follow through on all assignments.
• Use creativity, independent judgment, and organizational and problem-solving skills to determine the best method to accomplish desired results.
• Plan and organize work.
• Strong organizational and computer use skills and have a high level of competency to read/write/speak English, interpret construction related documentation and communicate with coworkers.