GENERAL SUMMARY:

The IT Help Desk Technician I will serve as the first point of contact for help desk tickets with technical assistance and will troubleshoot issues that arise through diagnostic techniques and asking pertinent questions. The Help Desk Technician I will report to the IT Help Desk Supervisor.

PREFERRED JOB SKILLS:

• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Knowledge of the following: Windows Server, Microsoft 365 Business, Active Directory, Backup methodologies.
• Strong analytical and problem-solving skills.
• Ability to work with minimal supervision, exercise discretion, and use independent judgment.
• Able to demonstrate advanced computer and keyboard skills to include MS Office Suite.
• Acute attention to detail.
• Ability to maintain required levels of confidentiality when entrusted with sensitive business, customer or employee related information.
• Able to maintain high levels of productivity, meeting deadlines while maintaining accuracy.
• Effective and professional communicator, both written and verbal.
• Able to maintain a pleasant customer service attitude while under pressure.
• High level of professional business acumen.
  Mandatory Hiring Requirements:
  References, Background Check, Drug Screen Testing, Valid Driver’s License.

POSITION REQUIREMENTS:

• License: Valid state driver’s license as required by job conditions or by the company.
• Education: High School Graduate/GED required. Bachelor’s Degree preferred.
• Experience: Minimum of 1 year of experience in Information Technology or equivalent combination of education and experience.

• Order, distribute, track, set up, troubleshoot and disable mobile devices for the Company.
• Distribution and troubleshooting of office hardware.
• Serve as the first point of contact for customers seeking technical assistance over the phone, email or help desk ticket system.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.