Helpdesk Support Technician
About The Position
Information Technology is responsible for the use of any computers, software applications, storage, networking and other hardware or physical devices, infrastructures and processes for creating, managing, securing and exchanging all forms of electronic data. It incorporates leading-edge techniques for collaboratively enhancing the performance of installed systems, identifying new technologies, developing applications and transitioning from legacy to new systems. IT Service Support is responsible for Multi-Tier, Omni-channel support. Includes the initial point of contact for IT services, receiving customer issues and requests providing troubleshooting with an emphasis on first contact resolution. Evaluates issues and escalates as needed to higher-tier and specialized staff. Involves user support on software and hardware from base offices or on-site. Performs varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation and resolution and deployment. Performs continued monitoring of escalations of customer issues and requests. Communicates, tracks and reports computing environment outages while working with IT personnel and leadership to monitor or assist in problem resolution.
Requirements
- Troubleshooting skills
- Software and hardware support
- Installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation and resolution and deployment
- Monitoring escalations of customer issues and requests
- Communication, tracking and reporting of computing environment outages
Responsibilities
- Multi-Tier, Omni-channel support
- Initial point of contact for IT services
- Receiving customer issues and requests
- Providing troubleshooting with an emphasis on first contact resolution
- Evaluating issues and escalating as needed to higher-tier and specialized staff
- User support on software and hardware from base offices or on-site
- Performing varying complexities of regular or project-related installation, preventive maintenance, break and fix, fault diagnosis, identification, isolation and resolution and deployment
- Continued monitoring of escalations of customer issues and requests
- Communicating, tracking and reporting computing environment outages
- Working with IT personnel and leadership to monitor or assist in problem resolution
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
