The IT Help Desk Technician I provides first level client-computing desktop and operating systems service support to all users across the organization. Consistently applies service-desk processes and demonstrates strong customer service skills during all help desk interactions.

Position Responsibilities:

Serves as initial IT contact for all desktop and PC support issues. Documents customer inquiries through clear communication with the end user and takes appropriate actions to resolve technical problems. Responds to IT system hardware issues to gather and document information and escalates the issue to the appropriate IT team member(s) for resolution. Records issue resolutions and communicates with end users to ensure that they are satisfied with the resolution. Setups and supports new PC's, monitors, printers and peripherals such as mice, keyboards, and other related electronic devices. Deliver and set-up computers at employee workstations. Assists other support technician(s) with deploying and configuring Windows PC's. Participates in the upgrade or replacement of Windows PC's. Gathers and tracks asset inventory (laptops, desktops, docking stations, monitors, etc.) Performs other duties as assigned to drive the vision, fulfill the mission, and abide by the values of this organization.

Skills/Abilities:

Excellent customer service skills, clear communication, a passion for technology and a positive attitude. Detail-oriented individual with the ability to read and follow policy and procedure. Ability to work independently; a 'self-starter' that requires little supervision once given a task. Ability to lift, carry, and install various computers, monitors, and related equipment. Demonstrated ability to install, upgrade, troubleshoot, and diagnose issues with Microsoft desktop operating systems.

Qualifications:

High School Degree Prior help desk or service desk experience preferred Experience with installing, upgrading, troubleshooting, and diagnosing issues with Microsoft Office products (Outlook, Word, Excel, and PowerPoint) Experience with imaging PCs Experience with installing Windows operating systems from scratch

Work Environment:

Office and Manufacturing floor; Requires physical capability to work up to 9 hours a day including; sit, stand, walk, stoop, kneel, crouch, ability to lift up to 50 lbs.

Hours:

8:00 AM

• 5:30 PM Monday
• Thursday; Friday 7:30 AM
• 4:00 PM with additional hours as needed to meet demand.

Rotational weekend on call with other Helpdesk staff required 9/80 work schedule. Office located in Lititz, PA, with occasional visits to Lancaster facility. Equal Opportunity Employer/Veterans/Disabled XJ6