The Helpdesk Technician's role is to support the IT Department and employees with day-to-day computer, software, and technology-related problems. The Technician will ensure proper computer and IT equipment operation so that end users can accomplish necessary business tasks. Problem resolution may involve the use of screen sharing applications, diagnostic and help request tracking tools, as well as require that the technician give in-person, hands-on help at the deskside level.
This role will provide support to EAS and Envirotrol staff on computers, tablets, telecommunication devices, and other supported technologies and applications.
RESPONSIBILITIES:
Field incoming helpdesk requests from end users via telephone, e-mail, or in-person
Track all requests and support provided via our helpdesk solution
Troubleshoot computer hardware and software issues
Research solutions and advise staff on appropriate action while keeping the IT Manager and department aware of issues and resolutions
Record, track, and document helpdesk problem-solving processes
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on maintenance at the desktop level, including (but not limited to) installing and upgrading software, installing hardware, implementing file backups, configuring systems and applications, and configuring cell phones and/or smartphones
Perform preventative maintenance, including review and cleaning of workstations, printers, and peripherals
Assist with Asset Tracking, Inventory, and Life Cycle Management
Assist with other roles in the field of technology, including digital photography and document design
KNOWLEDGE & EXPERIENCE:
Knowledge of basic computer hardware, including desktops, laptops, printers, monitors, mobile devices, etc.
Experience with desktop and server operating systems
Application experience with Microsoft Office, Adobe Acrobat, Webmail, Antivirus, Antispyware software, etc.
Exceptional written and oral communication skills
Exceptional interpersonal and documentation skills.
PERSONAL ATTRIBUTES:
Ability to analyze, conduct research, and problem solve
Ability to absorb information quickly and retain it for future use
Ability to present ideas in user-friendly language
Self-motivated and detail-oriented
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
WORK CONDITIONS:
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals
Occasional travel will be required (job sites, remote offices)
Job Type: Full-time
Starting hourly range of $17-23.
Schedule: Monday to Friday.
Experience level: 2 years.
Benefits:
401(k)
401(k) matching
Dental Insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance