- High School Diploma or GED
- Microsoft Office
The role of the Help Desk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the HelpDesk Technician is responsible to ensure that an effective solution is provided to the user.
Employees in this position are required to proficiently perform any combination of the duties and responsibilities outlined below.
Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the internal client community.
Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware
functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Medical Industry Technology.
Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full time staff when necessary.
Records required customer and problem information in the Help Desk Ticket System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
Resolves Level 1 & 2 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
Works on HelpDesk related projects as assigned by supervisor
Other tasks and duties as assigned
Education Requirements : High School Diploma
Work Experience: 2-3+ experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary.
Licensing and/or Certifications: MS Windows, NT / MS Server, MS office applications, SQL preferred.
Physical Demands (Physical)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit, stand, and walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift, push, pull and/or move up to 100 pounds.
It is necessary to view and type on computer screens for long periods of time and to work in an environment which can be very fast paced.