Help Desk Technician

Professional Engineering Consultants•Wichita, KS

About The Position

The Help Desk Technician provides technical support services for issues / problems regarding network data, wireless and network applications, connectivity, network printers, Microsoft Windows Applications (MS Office), computer hardware, printers, and software issues on laptop and desktop computers with local and remote users. The Help Desk Technician plays a crucial role in delivering top-notch technical support to staff, ensuring seamless use of the organization's computer systems and tech resources. This role involves logging, tracking, and troubleshooting tech issues, while providing efficient solutions to keep operations running smoothly. As one of our go-to tech experts, you'll help staff resolve technical challenges and ensure a seamless experience with the organization's technology.

Requirements

Tech savvy with working knowledge of office automation products and databases
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and resolve basic technical issues for employees
Excellent communication skills
Customer service oriented
Excellent customer service and willingness to help the end users and team
Passion for IT space and experience with troubleshooting in a Microsoft Windows operating systems environment
Detailed knowledge of Microsoft workstation operation systems
Excellent problem-solving skills, including the use of remote management systems
High School or GED equivalent required
Associate's degree in computer science or equivalent combination of technical education and work experience required
Minimum two (2) years of Help Desk Technician or relevant experience required
Experience installing, maintaining, and upgrading Microsoft applications

Responsibilities

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
Answer Tech Support calls and monitor Tech Support message queues (such as voicemail and email) to create accurate/detailed Help Desk tickets. Prioritize requests based on established guidelines
Triaging issues reported by users to determine the root cause and possible solution.
Document solutions in the Help Desk system to be used in the future
Assessment of the type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution. Consult with other members of the IT team on matters that are beyond his/her skill sets
Provide support for topics as diverse as system hardware, mobile communications, networking/VPN connectivity, and desktop/server applications, including software installation and/or updates
Develop, maintain, and follow Help Desk procedures
Accurately documenting all resolved issues in the ticketing system for future utilization in trouble shooting and resolution
Provide detailed reports on ticket activity
Perform some light cabling as needed
Perform light network administration tasks as assigned
Serve as the first point of contact for employees seeking technical assistance over the phone, by email, or through the Help Desk system
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by employees
Walk the employee through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update employee status and information
Pass on any feedback or suggestions by employees to the rest of the IT departmental members
Identify and suggest possible improvements to procedures
Perform system builds and install new systems for new hires as well as computer upgrades/replacements
Provide new hire training as needed
Other projects and responsibilities may be added at the company’s discretion