Help Desk Technician

County of Delaware • Media, PA

8d • Onsite

About The Position

The Help Desk Technician is responsible for receiving requests for support or advice from users and other staff members; taking ownership of and responsibility for the requests and prioritizing them in accordance with procedures in operation. This position must maintain knowledge and technical proficiency to maintain a 60% first call resolution rate.

Requirements

• Prior experience working with a Help Desk application including system administrative requirements.
• Skills testing will be required for this position.
• Knowledge of Active Directory and Group Policy, troubleshooting Windows 7 and 10 desktops and laptops.
• Excellent verbal and written communication skills.
• Intermediate to advanced skill to use a personal computer and various software packages.
• A strong desire to know how and why things work, and an inclination toward sustainable and manageable solutions.
• Strong attention to detail.
• Strong organizational skills.
• Strong problem-solving skills.
• Strong customer service experience.
• Ability to work independently and proceed with objectives.
• Ability to multitask, prioritize and manage time efficiently.
• Ability to work as part of a team.
• Ability to identify problems and forward to correct person.

Nice To Haves

• Associate’s degree in Computer Science or related field.
• Hardware troubleshooting experience.
• Strong professional ethics.
• Ability to follow office protocols.
• Ability to handle and resolve recurring problems.
• Ability to remain focused on daily operations.
• Exhibits a willingness to learn new tasks.
• Flexibility.
• Ability to multi-task.

Responsibilities

• Configure new computers in-house.
• Field inbound trouble calls and use remote monitoring and testing tools to identify, troubleshoot and resolve network and end user issues.
• Remotely diagnose, troubleshoot, and resolve technical issues upon first contact when possible.
• Troubleshoot Windows based application issues.
• Provide problem resolution, reassigning or escalating advanced inquiries to appropriate staff.
• Accurately record and document all details of the issue or service request, including categorization and priority into the help desk ticketing system.
• Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
• Performs application and network administrative tasks as needed to support end user requests.
• Monitor network monitoring systems and backups.
• Perform basic network administration tasks.
• Manage user account information in Active Directory and within applications, including changes in accordance with defined policies and procedures.
• Assist in hardware and software rollouts.
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with current procedures and follow up on incidents when appropriate.
• Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Perform weekly, monthly, and quarterly maintenance tasks on systems.
• Assist in developing procedures, as required.
• Perform other duties, tasks and special projects, as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed