Help Desk Technician I

Cleveland Headquarters Office•Highland Heights, OH

13h

About The Position

The Help Desk Technician L1 is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. Also, referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. The primary goal of this person is to provide great service to internal customers by solving problems & fixing issues quickly. Help Desk Technicians are often individuals who can think on their feet, be empathetic to others’ problems and show resolve in examining a computer issue in order to deliver a satisfactory solution.

Requirements

1-2+ years of related experience.
Customer service experience.
Familiar with hardware, operating systems, networks, virus software/firewalls and routers.
Familiar with upgrades, installations and common technical issues that can arise in Windows, mobile applications, etc.
Ability to make decisions quickly with limited information and solve problems.
Ability to read and understand complex manuals & terminology.
Understanding of hardware & software.
Excellent communication skills
Keen Attention to detail.
Ability to recognize patterns.
Ability to diagnose and resolve complex computer/software technical issues.

Nice To Haves

Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.

Responsibilities

Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IT department.
First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues).
Configures, installs, and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees
Troubleshoot and offer viable solutions to various hardware and software problems
Handle routine and basic technical issues that can be fixed in the course of a phone call.
Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
Collaborate with team members and manager as needed to escalate and fix ongoing issues.
Responsible for installing and testing systems and software inherent to in-house computer operations.
Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
Document incoming calls & record specific issues to identify ongoing issues or patterns.
Create manuals to address specific problems for future reference.
Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
Stays abreast of new and emerging information technologies as well as current trends.
Provides emergency on-call support, as needed.
Other duties as assigned.