Help Desk Technician
About The Position
The Helpdesk Technician provides a broad range of technical support to end users on equipment including PCs, mobile devices, software, servers, copiers, and connectivity. Provides departmental administrative support including: purchasing and invoice processing. Deploys, manages, and supports mobile devices including: smartphones and laptops. Executes system operation activities such as: backups, batch job management, and on-demand process execution. This position also plays a significant role in UMF security, which includes: being a first responder to security threats, developing and delivering security training to staff, documenting security procedures, and other security-related duties as assigned.
Requirements
- Excellent customer service skills, even in times of high demand, low resources, or unhappy users.
- Has working knowledge of the installation, training and support functions of multiple software applications including Office 365 apps, SharePoint/OneDrive, and Adobe Cloud.
- Skilled in the use of various technical troubleshooting software and computer equipment including computer repair tools for troubleshooting memory, hard drives, video cards, motherboards, processors, power supplies, and other IS-related equipment.
- Proficiency in Help Desk software, ticketing systems, and endpoint management tools.
- Ability to translate complex technical issues into terms easily understood by end users.
- Full understanding of the importance of confidentiality, security and privacy.
- Highly motivated to find new and better ways to deliver robust customer service.
Responsibilities
- Provides first-responder service for all user technical problems and issues.
- Maintains accurate record of requests submitted and work completed in the Helpdesk work management system.
- Configures new equipment including unpacking, installing, setup, user orientation and supplies ordering and installation.
- Troubleshoot problems with desktop and laptop computers, printers, copiers, remote access software, and standard office software tools.
- Obtains pricing, prepares purchase orders for approval, orders approved equipment, receives equipment, reviews invoices and packing lists, tests and installs equipment, and reconciles billing statements with Foundation credit card.
- Set up systems and security for new users. Orients new users on the basics of Foundation information systems including remote connectivity, acceptable use policies, and the protection of confidential and proprietary data.
Benefits
- 403(b) employer contribution of 11%, no employee match required!
- Four weeks of vacation and 12 days of sick leave per year
- 11 days of holiday leave
- Paid parental leave for new parents
- Medical, dental, vision, wellness program, and short-term and long-term disability pay protection benefits
- Professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
