Help Desk Technician

About This Role

This Help Desk Technician role provides first-level support to team members for computer and network issues, focusing on high-level guest service. The position involves troubleshooting, diagnosing, and resolving technical problems while maintaining documentation and training end-users.

Responsibilities

• Log, troubleshoot, diagnose, assign, track, and follow up on Help Desk calls and requests
• Facilitate the problem-solving process between end-users and IT staff for expedient problem resolution
• Escalate issues as appropriate
• Provide end-user support for hardware and software systems
• Maintain, review, and update department documentation, problem and solution documentation, and procedures and processes
• Maintain files for IT service requests
• Ensure proper protocols are followed for all submitted requests
• Track application and system documentation, as well as training materials
• Monitor the Help Desk ticketing system and ensure all work orders are assigned, updated, and handled according to Help Desk procedures
• Effectively train end-users to maximize the use of their systems
• Provide technical support for multiple locations

Requirements

• 2-year degree in IT or related field or equivalent Help Desk experience
• Demonstrated skills using software tools, and hardware/software troubleshooting skills
• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent written, verbal, and interpersonal communication skills and the ability to work in a team environment
• Excellent problem-solving skills
• Strong technical understanding of technology, including various hardware, software, and networking systems
• Ability to work fast and efficiently
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers, and management in a professional and courteous manner
• Ability to independently complete multiple tasks in a professional manner
• Ability to speak in a clear, concise, and pleasant voice

Benefits

• Additional shift differential on swing and grave shift

Important Details

• Schedule: Grave Shift, 11:00pm - 9:00am
• Overtime may be required occasionally

Application Process

• A resume is required for this position

Physical Demands

• Must be able to sit for long periods of time with moderate amounts of walking and standing