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Now viewing: Help Desk Technician I
PP
Park Place Technologies
Help Desk Technician I
Job Description
Help Desk Technician I The Help Desk Technician L1 is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. Also, referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. The primary goal of this person is to provide great service to internal customers by solving problems & fixing issues quickly. Help Desk Technicians are often individuals who can think on their feet, be empathetic to others' problems and show resolve in examining a computer issue in order to deliver a satisfactory solution. What you'll be doing:
- Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IT department.
- First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues).
- Configures, installs, and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees
- Troubleshoot and offer viable solutions to various hardware and software problems
- Handle routine and basic technical issues that can be fixed in the course of a phone call.
- Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
- Collaborate with team members and manager as needed to escalate and fix ongoing issues.
- Responsible for installing and testing systems and software inherent to in-house computer operations.
- Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
- Document incoming calls & record specific issues to identify ongoing issues or patterns.
- Create manuals to address specific problems for future reference.
- Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
- Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
- Stays abreast of new and emerging information technologies as well as current trends.
- Provides emergency on-call support, as needed.
- Other duties as assigned. What we're looking for:
- 1-2+ years of related experience.
- Customer service experience.
- Familiar with hardware, operating systems, networks, virus software/firewalls and routers. Familiar with upgrades, installations and common technical issues that can arise in Windows, mobile applications, etc.
- Ability to make decisions quickly with limited information and solve problems.
- Ability to read and understand complex manuals & terminology.
- Understanding of hardware & software.
- Excellent communication skills
- Keen Attention to detail.
- Ability to recognize patterns.
- Ability to diagnose and resolve complex computer/software technical issues.
Bonus Points:
- Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.
Education:
- Associate or Bachelor's degree highly preferred.
Travel:
- 10% If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability.