Help Desk Technician Position Available In Berkshire, Massachusetts

Help Desk Technician
Job Details
Job Location
57 INTERLAKEN

RD – STOCKBRIDGE, MA

Position Type
Full Time
Education Level
2 Year Degree
Salary Range
$54000.00 – $54899.00 Salary/year
Travel Percentage
None
Job Shift
Day
Description

POSITION SUMMARY

This position provides technical software, hardware, and network problem resolution for all Kripalu computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment. He/she clearly communicates technical solutions in a user-friendly, professional manner; provides one-on-one end-user training; assists Network Administrator as needed and collaborates on more complex end-user problems with internal IT support staff. This position is also responsible for hardware/software inventory database maintenance, problem logging and resolution reporting.

ACCOUNTABILITIES

• Provides first-level contact and problem resolution for all users with hardware, software, and application problems. Resolves as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Responsible for onboarding / offboarding tasks for employees across the organization. Including Hardware configuration and disposition.
• Provides accurate and timely logging of problems and resolutions for problems in the problem management software application.
• Escalate problems as appropriate following Help Desk procedures.
• Act as a liaison between customers and internal IT support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process.
• Maintain an ongoing well performing customer satisfying Information Technology environment for all Kripalu computer users.
• Meet regularly with the Director of IT to establish project and task priorities
• Handle Help Desk day-to-day problem determination/resolution while maintaining a reporting system of record.
• Work with Network Administrator to assist in any and all tasks in support of the Network Administrator.
• Contribute to overall IT team efforts in ensuring that Kripalu enjoys a superior Information Technology experience.
• Additional projects, tasks and assignments as directed by supervisor.

CORE COMPETENCIES

• Possesses strong core ethics, integrity, and values consistent with Kripalu’s organizational principles.
• Builds effective relationships, identifies internal and external customer expectations, sees issues from their point of view; offers practical, mutually beneficial recommendations, solutions, and ideas.
• Demonstrates the knowledge and abilities necessary to perform required job elements to established standards.
• Learns and adapts quickly in new situations resulting in successful performance.
• Accepts responsibility for own actions.
• Embraces experiences as learning opportunities.

Qualifications

ESSENTIAL SKILLS AND EXPERIENCE

• Associate’s degree or related certification.
• Experience with Windows 11, Windows 2012/16/19, Linux and Mac OS 13.x
• Microsoft Office 365 / Office 20016 experience.
• Office 365 Administration experience.
• Zoom Phone / IP Phone System Administration and Reporting
• Help Desk tracking software experience.
• Ability to manage and adjust multiple priorities in an environment of constant change.
• Excellent interpersonal and communications skills for effectively managing relationships with users, vendors, and co-workers.
• Eagerness to continuously learn new systems, technology, policies, and procedures.

VALUED BUT NOT ESSENTIAL SKILLS AND EXPERIENCE

• Ethernet network topology and wireless network administration.
• CAT5/6 wiring experience.
• Experience configuring and supporting network switches and firewalls.
• DHCP server and DNS server support experience and TCP/IP protocol familiarity.
• Experience with Active Directory, VOIP and virtual environments a plus