Help Desk Technician

JOB TITLE

Help Desk Technician

JOB LOCATION

West Greenwich, RI (onsite)

WAGE RANGE

•: $25-30/hr.

JOB NUMBER

HD2

Work Schedule:

Monday - Friday, 8 hour shift will fall between: 4am and 10pm. Open to working 8 hours shifts in those hours

JOB DESCRIPTION

Responsibilities Work Schedule:

Provides accurate, timely and creative solutions of moderate to complex nature to ensure client productivity for Our client Lottery internal desktop systems software and hardware, network systems, printers, telecommunications, and other related technical equipment Acts as first line of support for end-user issues Performs restorative and maintenance actions remotely to resolve client's problems, using basic troubleshooting and technical skills Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves and configuration changes Maintain accurate information and data regarding client issues within the tracking system and according to policies and standards Analyze and troubleshoot network connectivity and access problems Research, respond to, and resolve trouble ticket and log trouble tickets in tracking database and follow up with customers to keep them informed of the status of tickets, both opened and closed Install and configure desktop/ laptop and workstations in a heterogeneous environment Document IS procedures/information, posts information on the IS website. Maintains HelpDesk Knowledge Base Install software patches, fixes, and drivers to resolve problems Support password and data integrity and file system security for the desktop environment Evaluate customer issues and determine appropriate corrective actions Resolve systems and hardware failures within the scope of provided training Ability to communicate and write clearly to convey complex ideas and instructions to the Our client user community First Year Goals Demonstrate knowledge and skills in supporting all Our client internal systems Strong technical understanding of the various hardware and software being supported Willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change Accepts new assignments, challenges, and change in a positive manner Stays focused on critical issues even in the face of constraints and adversity. Performs well under pressure Execute a very high degree of technical acumen and courtesy when interfacing with user community, a customer friendly attitude and the ability to work in a team environment Strives to enhance current capabilities to improve individual performance Qualifications High School diploma required, or equivalent 1 to 3 years of experience in technical IT and Help Desk support Must have basic knowledge of/ skills in computers and operating systems technologies, Microsoft applications and how they impact users Remote location analytical and problem-solving skills Excellent communication skills, phone, and customer service etiquette in resolving user's problems is required. Must be able to work overtime as needed Keys to Success Building collaborative relationships Decision making Drive results Foster innovation Personal energy Self-leadership Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities • While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion. #Dice