A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Job Overview Providecomprehensive support for a range of IT programs, policies, systems and procedures. Use IT knowledge to resolve issues and contribute to process improvements. Collaboratewith IT team members to ensure the efficient delivery of IT services. Job Responsibilities Provide technical support to end users for hardware, software, and network issues. Manage IT assets, including inventory tracking, deployment, and disposal. Create user accounts, including creating new accounts, resetting passwords, and assigning permissions. Monitor system performance, identifying and escalating issues that impact service availability. Support IT infrastructure, including network devices and printers. Identify and suggest improvements for IT support processes and procedures. Develop and maintain technical documentation, such as user guides, troubleshooting guides, and knowledge base articles. Train junior support staff on IT support procedures, best practices, and technical skills. Collaborate with other IT teams to resolve complex issues. Must be able to perform all essential job functions with/without accommodation. Uses office automation, communication, software, and tools used in Haworth office environment. Performs other duties within scope as assigned.
Required Qualifications Education:
High School or equivalent
Education Equivalency:
Relevant certification or vocational training may be preferred
Work Experience:
1 year experience supporting Information Technology (IT) Applicants must be able to work inHolland, MI without relocation assistance. Applicants must possess an unrestricted right to work in the US to be eligible for this position. For applicants with Militarty experience please see Military Equivalency at www.mynextmove.org/vets/find/military Preferred Qualifications Relevant certification or vocational training Prior IT support experience in a Haworth facility Customer service experience Experience with SAP batch monitoring/BPA Experience with Active Directory Account administration As an EEO/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, sex, pregnancy, national origin, ancestry, citizenship, sexual orientation, gender identity or expression, protected genetic information, age, disability, marital status, veteran status, religion, height, weight, other protected group status, or any other basis protected by the laws where we employ people.
