Helpdesk Technician

SUMMARY OF DUTIES:

The Helpdesk Technician provides support for incident resolution and requests reported to the Central Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. The Helpdesk Technician is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other resources from the Central Helpdesk or designated vendors. The Helpdesk Technician will serve as an onsite contact and location will vary by day. The Helpdesk Technician will deploy new hardware and software and participate in projects as assigned by the Central Helpdesk.

We offer a competitive salary and benefits package, as well as opportunities for growth and advancement within our organization.

Competitive Pay & Benefits: Med/Dental/Vision, Paid Personal Time, Paid Holidays, 401K, Paid STD/LTD/Life

Work Environmental: Office Environment | Mondays-Fridays | 8:00 a.m. – 5:00 p.m. Occasional overtime may be required

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrates ability to learn customer support processes and techniques.
• Competency in MS Operating Systems and Citrix environments required.
• Strong analytical skills and ability to solve problems.
• Competency in helpdesk tracking tools preferred.
• General computer and software skills.
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Strong understanding of security-related procedures.

EDUCATION: High School

PHYSICAL DEMANDS: Requires sitting, standing, and walking associated with a normal office environment. Manual dexterity needed for using a computer keyboard. Lifting and/or carrying 20 lbs. or more and the pushing or pulling of carts if necessary.

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