IT Help Desk Technician

SUMMARY:

The IT Helpdesk Technician's primary responsibility is to provide timely delivery of quality technical support service to clients, whether internal or external. This requires knowledge of the supported software and hardware systems and effective customer service communications skills. It also includes managing technical-related issues, which require communication and follow-up to ensure problems are resolved. The IT Helpdesk Technician will provide clients with a wide range of IT technical support.

RESPONSIBILITIES

Provide resolutions utilizing problem-solving methods. Install, configure, and troubleshoot computer network devices and associated equipment. Perform network troubleshooting to isolate and diagnose common network problems. Upgrade network hardware and software components as required. Install, upgrade, and configure network printing, directory structures, rights, security, and software on file servers. Provide users with desktop and network technical support. Respond to the needs and questions of users concerning their access to resources on the network. Establish network users, user environment, directories, and security for installed networks. Support Windows-based software systems with a networking component. Perform everyday technical support duties that may include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' equipment. Communicate about restocking essential spare parts inventory. Manage end-user equipment and software lifecycle upgrades and updates. Able to work on the on-call rotation with the team.

ORGANIZATIONAL RELATIONSHIPS

The IT Helpdesk Technician will report to the IT Helpdesk Supervisor. The IT Helpdesk Technician works with all levels within the organization and must have the ability to support operations and gain cooperation and respect.

REQUIREMENTS

Bachelor's Degree in a computer-related field required. In lieu of a degree, 3+ years of relevant experience required. Any additional duties assigned by the Support Services Manager. A minimum of 3 years' related experience and/or training in a help desk support role or equivalent combination of education and experience. Certifications from a specific manufacturer such as Microsoft, or a general certification as a help desk technician from an organization such as the Help Desk Institute (HDI) is a plus. A willingness to obtain certifications as needed is required. Comp TIA A+ or Network+ Google IT Support Professional Certificate Cisco Certified Network Associate Hardware/Software vendor certifications as deemed necessary by SNF. Technologically savvy, a self-starter, highly motivated, and able to multitask effectively. Must be able to coordinate problem investigation and completion of client-specific corrective action requirements. Excellent consultative and communication skills and ability to interface effectively with all levels of management. Good customer service and communication skills. Ability to properly manage and prioritize resources and projects. Must be able to address all help desk-related problems and provide timely resolutions and recommendations to minimize work interruption. Analytical and statistical reasoning ability. Team player who can operate effectively within a complex culture. Ability to respond quickly and effectively under pressure and deadlines. Good organizational and troubleshooting skills are utilized to manage help desk activities, create and maintain status reports, and effectively manage complaint follow-up. Candidate should demonstrate strong customer focus and a work ethic of seeking continual improvement. Must be able to successfully function in a dynamic organization with a fast-paced and changing global business environment.

BENEFITS

Competitive Salary Medical Benefits Dental Benefits Vision Benefits Flexible Spending Accounts 401(k)

Savings Plan Vacation Days Incidental Days Paid Holidays Life Insurance Short-Term Disability Long-Term Disability Tuition Reimbursement Employee Development & Training Job Type:

Full-time Benefits:

401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Life insurance Paid time off Parental leave Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Schedule:

Monday to Friday On call Application Question(s): What is your salary expectation?

Education:

Bachelor's (Preferred)

Experience:

IT Help Desk:

4 years (Required)

Work Location:

In person