Help Desk Technician

Yancey Bros. Co.•Mableton, GA

About The Position

As a Help Desk Technician your main focus is to assist employees with technical support and troubleshooting for their computer hardware and software issues. You will also maintain user accounts, complete new computer set ups and install/configure/maintain different hardware (PC, tablet, phone, printer, etc) and software/operating systems. There will also be times where you will assist with network and service maintenance.

Requirements

Excellent verbal and written communication skills for technical and non-technical audiences
Excellent customer services skills
Excellent technical problem solving skills and the ability to understand complex and abstract concepts
A general knowledge of common software applications such as Word, Excel, PowerPoint, Outlook, Ghost, Symantec Endpoint Protection, etc.
A good working knowledge of voice and data cables, jacks, and patch panels
A good general knowledge of TCP/IP networks and basic services used such as DNS, DHCP, SMB, FTP, etc.
Working knowledge of Active Directory, group policy, NTFS security
Working knowledge of PC’s and their components. Dell and Lenovo are most relevant, but knowledge of any other brand is acceptable.
Ability to analyze problems and solve them through your own research and by drawing your own conclusions.
Excellent judgement within given parameters. For example, when to recommend repairing a PC instead of replacing a PC.
Ability to manage multiple tasks and establish priorities
Ability to function effectively as a team member within IT as well as other areas of the organization.
Ability to lift up to 60 lbs to a height of 4 ft regularly
Ability to diagnose and repair software problems remotely
Ability to work well under moderate pressure
Good working knowledge of the Windows command line
Must carry a cell phone during business hours and on-call rotations. Must be able to respond to calls in 30 minutes or less when on call, 24 hours per day.
Must be able to travel 15% of the time to other branches in Georgia. (Albany, Augusta, Brunswick, Savannah, and Valdosta are the most distant branches)
Attention to detail

Nice To Haves

Ability to script installs and administrative tasks is preferred, but not required
Bachelors’ degree preferred, but not required

Responsibilities

Respond to end user requests via phone, email, ticketing system, or in person
Installs, configures, and maintains hardware (PC, tablet, phone, printer, scanner, fax, copier, etc)
Installs, configures, and maintains software and operating systems
Administers workstation assets by tracking computer equipment and installed software
End user training as required
Create/Update/Delete user accounts
Assists Network Administrator with network and server maintenance
Monitors and maintains applications and hardware
Monitors and maintain server and network backups
Gather and respond to feedback from end user surveys
Document procedures for IT and end users
Document work orders and keep users up-to-date on their cases
Generate reports on tickets, assets, accounts, etc. as required
Participate in required safety program, and work in a safe manner.
Additional duties as assigned by manager.