HELP DESK TECHNICIAN
Apply Here Job Description :
Class Definition
POSITION SUMMARY:
The Help Desk Technician plays a crucial role in providing technical assistance and support to users across various departments at multiple locations. The primary responsibility will be to troubleshoot and resolve IT-related issues, ranging from software problems to hardware malfunctions. This is a position in a dynamic work environment.
Illustrative Examples of Work Performed
SUMMARY:
The Help Desk Technician performs various duties including, but not limited to:
- Provide prompt and courteous technical support to users
- Assist users with troubleshooting software applications, operating systems, and hardware devices, including desktops, laptops, phones, and peripherals
- Manage hardware, software, and user access lifecycle including inventorying, deploying, retiring, on and off-board
- Manage the Service Desk (including documenting user inquiries and resolutions accurately into the system)
- Assist in providing support for solutions through external vendors of various platforms such as phones, email, file storage, productivity applications
- Assist in maintaining and updating technical documentation and knowledgebase articles
- Participate in the process of maintaining the Department’s Cyber Security Incident Response Plan and procedures and
- Perform other duties as required.
Required Qualifications for Appointment
EDUCATION AND EXPERIENCE
Continued education in IT or related certifications preferred. Must have a high aptitude for learning while taking direction. Ability to travel between locations. Prior exposure to IT support and collaboration is recommended.
Supplemental Information
KNOWLEDGE, SKILLS & ABILITIES
- Strong oral and written communication.
- Strong problem-solving and troubleshooting skills.
- Customer service oriented.
- Motivated self-starter.
- 1 year of experience preferred.
- Microsoft Windows operating system deployment, troubleshooting, and patching.
- Basic understanding of network connectivity and protocols.
- Able to work through difficult problems in stressful situations.
- Ability to work independently as well as part of a team.
- Ability to lift and move equipment up to 50 pounds.
- Familiarity with Office 365, AWS, and other cloud environments a plus.
