About This Role
This role involves performing routine IT services and ensuring employees have an efficient technology experience. The Help Desk Technician will handle all help desk related tasks, with exposure to infrastructure management and internal information security, requiring an "IT Generalist" mentality.
Responsibilities
- Coordinate the resolution of urgent and complicated support issues; determine root cause, escalate, and coordinate issues appropriately
- Provide reporting of relevant data, KPIs, and trends to department leadership
- Maintain IT knowledge base and ensure top quality solutions are available to the staff
- Perform the intake and resolution of IT requests and break/fix incidents
- Perform hardware procurement, distribution, systems design, and laptop imaging
- Perform user account management within relevant systems and services
- Assist with technology needs, like working with building management, assembling workstations, coordinating with vendors and subcontractors as needed
- Assist and resolve ticket requests with a client
- Set up and configure new desktops, laptops, and printers for employees and clients
- Maintain inventory at multiple locations
- Perform software license compliancy, auditing systems to ensure all installed software is licensed and updated
- Maintain availability outside normal business hours as needed
- Participate in the implementation and support of new technologies
- Perform other duties as assigned by the department and/or company
Requirements
- Comfortable if not proficient with administrating and troubleshooting the following systems and services: Windows 11 OS, Office 365 and associated services (Azure, Teams, SharePoint, OneDrive, etc), Active Directory, HyperV/VMware, MS Office, RMM tools, MDM/mobile devices, and VOIP
- Sound understanding of ticketing system functionality
- Average level of LAN and WAN network setups along with fundamental troubleshooting
- Strong phone skills, including receiving and making support calls
- Ability to respond quickly and effectively to support requests submitted by ticket, phone support, or spontaneous questions by teammates
- Ability to multitask and be able to juggle more than a single ticket – set up long-running tasks to increase efficiency and output
- Ability to analyze system and server performance using CPU, Memory, I/O
- Ability to execute procedures and support tasks in a reliable and repeatable manner
- Ability to perform daily operation tasks, maintenance not exclusive to job processing, network maintenance, workstation, documentation, and server maintenance
- Passion for learning and continuous skill-attainment