*help desk tec*hnician* i*
classification: help desk technician i
exempt
range
summary/objective
essential functions
- be present and available during assigned help desk shifts
- monitor and respond quickly to incoming incidents and service requests in the help desk system adhering to sla metrics
- perform remote troubleshooting when needed to resolve incidents and service requests from the help desk system
- maintain and update open incidents and service requests to ensure a timely resolution; escalating to level 2 or supervisor/manager if unable to resolve
- collaborate and stay engaged in team conversations using the company's collaboration tools
- attend all scheduled meetings/trainings
- participate in after-hours work as needed
- perform other tasks as directed by the supervisor/manager
common tasks performed
- investigate and resolve routine hardware, software, and network issues
- install and update client software in an enterprise environment
- educate and train users on proper use of company supported systems and software
- follow all standard operating procedures (sop) through the effective use of knowledge management
- work with level 2 tech to update knowledgebase documentation
- work with level 2 tech to create accounts and configure hardware as part of the on-boarding process
- provision hardware following the current process
- repair or replace client hardware as necessary
- monitor internal assets to ensure accurate inventory records
- support voip phone systems and infrastructure
- support office 365 and google workspace environments
- perform network troubleshooting and issue resolution
*requirements*:
- experience managing, installing, and supporting windows 10
- experience supporting mac's
- experience troubleshooting common computer issues
- understanding of networking fundamentals (tcp/ip, vpn, qos, voip, routing)
- the ability to function within a help desk system workflow
- growth mindset, drive to continuously learn new technologies
extra considerations
- active directory, o365 admin and google workspace experience in an enterprise setting
- certifications in itil, mcsa/e, ccna, network+, security+, a+
- experience working with windows server * and virtualization technologies (hyper-v, vmware)
personal skills
- excellent customer service skills
- strong communication skills
- strong organizational skills
- strong troubleshooting and problem-solving skills
- ability to work within a team environment
- ability to prioritize tasks and adjust priority when asked
- accountability for completing the task while working in a remote environment
- flexible with the ability to adjust between remote working and in-office when asked
- ability to work under pressure
- endeavor to implement proactive solutions
- must be able to lift and carry computer equipment up to 40lbs short distances