Help Desk Technician (Level 1 and 2)

Perform computer hardware and software related functions to support and assist end users, under the direction of the IT Manager.

Department: 
IT
Requirements: 
  • AS in Computer Science or minimum of two years experience focusing on user software test/evaluation/operational methodology in a networked environment.
  • Excellent Customer Service skills.
  • Experience with Microsoft Windows XP/VISTA.
  • Experience with Microsoft Office products (including Word, PowerPoint, Excel, Access, etc.)
  • Experience with HTML.
  • Ability to independently solve practical problems and think creatively.
  • Organized thinking, self-motivated, and ability to work independently.
  • Strong written and verbal communications skills.
Responsibilities: 
  • Initial point of contact for end users requiring IT support.
  • Maintains records, logs and reports of assistance utilizing the IT Help Desk software.
  • Install and/or upgrade hardware and software on clients.
  • Provide support to end users within the office and field locations.
  • Maintain system security and stability.
  • First-level troubleshooting of hardware, software and operating system problems.
  • Printer Support.
  • Maintain hardware and software asset database.
  • Analyzes business needs and new technology and makes recommendations where required.
  • Trains users in learning new company-provided applications.
  • Support the development of organizational policies and procedures for hardware and software acquisition and use.
  • Remain abreast of new developments in the area of information systems by participating in continuing education programs/conferences and by review of literature and periodicals.
  • Confers with users and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.
  • Work with departments (e.g., Engineering, Applications, Software) to develop and maintain their presence on the Intranet.
  • Refreshes Web site content to ensure accuracy and timeliness of information and images, using content material provided by Marketing.
  • Support the daily operation of Internet/Intranet services provided by the corporation.