IT Helpdesk Technician

SUMMARY:

The IT Helpdesk Technician has the primary responsibility to provide timely delivery of quality technical support service to clients, whether they are internal or external clients. This requires both knowledge of the software and hardware systems being supported and effective customer service communications skills. This includes responsibility for management of technical related issues which require communication and follow up to ensure issues are resolved. The IT Helpdesk Technician will provide clients with a wide range of IT technical support.

RESPONSIBILITIES:

• Provide resolutions utilizing problem solving methods.
• Install, configure, and troubleshoot computer network devices and associated equipment.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Upgrade network hardware and software components as required.
• Install, upgrade, and configure network printing, directory structures, rights, security, and software on file servers.
• Provide users with desktop and network technical support.
• Respond to the needs and questions of users concerning their access of resources on the network.
• Establish network users, user environment, directories, and security for networks being installed.
• Support windows-based software systems with a networking component.
• Perform common technical support duties that may include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' equipment.
• Communicate to the IT Helpdesk supervisor on restocking essential spare parts inventory.
• Manage end user equipment and software lifecycle upgrades and updates.

ORGANIZATIONAL RELATIONSHIPS:

• The IT Helpdesk Technician will report to the IT Helpdesk Supervisor.
• The IT Helpdesk Technician works with all levels within the organization and must have the ability to support operations and gain cooperation and respect.

• Bachelor's Degree in a Computer related field required. In lieu of degree, 4+ years of relevant experience required.
• A minimum of 4 years related experience and/or training in help desk support role or equivalent combination of education and experience.
• Certifications from a specific manufacturer such as Microsoft, or a general certification as a help desk technician from an organization such as the Help Desk Institute (HDI) is a plus.
• A willingness to obtain certifications as needed is required.
  
  
  
  • Comp TIAA+ and Network+ or equivalent.
  • Microsoft Certified Professional Certification or equivalent.
  • Microsoft Certified Desktop Support Technician.
  • Microsoft Certified Technology Specialist.
  • Hardware/Software vendor certifications as deemed necessary by SNF.
  
  
  
  
• Technological savvy, self-starter, highly motivated, and ability to multi-task effectively.
• Must be able to coordinate problem investigation and completion of client specific corrective action requirements.
• Excellent consultative and communication skills and ability to interface effectively with all levels of management.
• Good customer service and communication skills.
• Ability to properly manage and prioritize resources and projects.
• Must be able to address all help desk related problems and provide timely resolutions and recommendations to minimize work interruption.
• Analytical and statistical reasoning ability.
• Team player who can operate effectively within a complex culture.
• Ability to respond quickly and effectively under pressure and deadlines.
• Good organizational and troubleshooting skills utilized to manage help desk activities, create and maintain status reports and manage complaint follow up effectively.
• Candidate should demonstrate strong customer focus and a work ethic of seeking continual improvement.
• Must be able to successfully function in a dynamic organization with a fast paced and changing global business environment.

BENEFITS:

• Competitive Salary
• Medical Benefits
• Dental Benefits
• Vision Benefits
• Flexible Spending Accounts
• 401(k) Savings Plan
• Vacation Days
• Incidental Days
• Paid Holidays
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• Tuition Reimbursement
• Employee Development & Training

*LI-SNF

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