Help Desk Technician

Indiana Packers Corporation•Delphi, IN

8h•Onsite

About The Position

Indiana Packers Corp. (IPC) is seeking a Help Desk Technician. As a Help Desk Technician, you will respond to queries on the phone, via email, in person, or through remote access. The selected help desk technician will offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software and training computer users.

Requirements

Bachelor's or Associate Degree required in a computer-related field, or 2-5 years' experience in a multi-site manufacturing or service-based organization in a help desk environment.
Must have 2+ years of professional experience in an IT support or help desk role.
Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
Familiarity with networking basics (TCP/IP, DNS, VPN).
Experience with ticketing systems and remote support tools.
In-depth user knowledge of Microsoft Office products including Outlook.
Strong problem-solving and troubleshooting abilities
Ability to prioritize and manage multiple tasks
Patient, user-focused approach to technical support
Attention to detail and documentation
Team-oriented with the ability to work independently

Nice To Haves

Certifications such as CompTIA A+, Network+, or ITIL preferred.
Experience with Microsoft 365, Active Directory, and endpoint management tools
Basic scripting or automation experience is a plus
Understanding of ITSM systems and ITIL processes.
ITIL Service Management knowledge preferred.

Responsibilities

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Interviews user to collect information about problems and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to next tier level of support.
Logs and tracks calls using problem management databases and maintain historical records and related problem documentation.
Creates and maintains PC and Laptop software images.
Works with IT staff to learn new software/hardware.
Works with IT staff to release version upgrades to the end users.
Installs personal computers, software, and peripheral equipment.
Provide Support for remote locations and employees.
Perform training and guidance to employees in the use of new equipment and software.