Title: IT Help Desk Tier 1

Reports to: Director of IT

Department: IT Department

Status: Full-time, Non-Exempt

Schedule: Monday - Friday (8 hour shifts, 8:30am - 5pm)

Benefits: Medical, Vision, Dental, Life Insurance, 403(b) Retirement plan

SUMMARY

The Help Desk Tier 1 is responsible for responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions. The IT Technician is also responsible for providing technical assistance and support related to company-supported telephones, copiers, printers, computer systems, hardware, and software and other miscellaneous equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Diagnose and resolve technical hardware and software issues (network, printer, cameras, telephones and/or server support) - ask questions to determine nature of problem
2. Responsible for setting up workstations with computers and necessary peripheral devices
3. Responsible for installing and configuring appropriate software and functions according to specifications
4. Offer daily operations and systems support to employees in person, via phone or email
5. Troubleshoot hardware and software issues in person, remotely and via phone
6. Verify functionality of hardware and software components
7. Follow up with users to ensure resolution of issues
8. Identify and escalate situations requiring urgent attention
9. Inform management of recurring problems
10. Log all help desk interactions; Track and route problems and requests and document resolutions
11. Redirect problems to correct resource
12. Research questions using available information resources
13. Stay current with system information, changes and updates
14. This position will drive to our various locations to serve and assist

QUALIFICATIONS

1. Bachelor's Degree in Computer Science or related field preferred
2. Minimum two (2) years of experience in troubleshooting and providing help desk support
3. Minimum two (2) years of experience in computer networks and systems maintenance
4. Minimum two (2) years customer service background
5. Requires a valid and clean driver license, auto insurance and reliable transportation
6. Ability to meet deadlines and manage stress effectively in high-pressure situations
7. Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
8. Strong sense of discretion and confidentiality required
9. Strong experience in Microsoft Suite
10. Working knowledge of fundamental operations of relevant software, hardware and other equipment

PREFERRED QUALIFICATIONS

1. Adaptability
2. Attention to detail
3. Customer service orientation
4. Learning skills
5. Oral and written communication skills
6. Planning and organizing
7. Problem-solving
8. Stress tolerance
9. Team interaction

Work Environment

• Combination of field and office environment
• Regularly required to sit, stand, bend; occasionally lift or carry up to 35 lbs.
• On occasion walk or drive to different local sites
• Will necessitate working in busy and loud environments
• Will be exposed to elements like cold, heat, dust, noise and odor
• May need to bend, stoop, twist and sit throughout the day