Helpdesk Technician

Nellson Nutraceutical • Ontario, CA

9h

About The Position

The role of the Helpdesk Technician is to assist End Users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to Level 2 or Level 3 Technicians for resolution when needed, but the Helpdesk Technician is responsible for ensuring that an effective solution is provided to the end user.

Requirements

• Associates Degree in Computer Science, Information Systems or a relevant subject matter preferred.
• 1-2 years equivalent work experience in an enterprise network/windows domain environment.
• Experience and knowledge of troubleshooting Microsoft Operating Systems.
• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education is extremely beneficial.
• Customer service experience is preferred.
• Experience working in a team-oriented, collaborative environment.
• Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Strong interpersonal and oral communication skills.
• Acute attention to detail.
• Ability to absorb and retain information quickly.
• Willingness to work outside of business hours on weekdays and on weekends to support the environment.
• Willingness to learn new software, hardware, and technologies.
• Adept at reading, writing, and interpreting technical documentation and procedure manuals.
• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Nice To Haves

• Customer service experience is preferred.
• Associates Degree in Computer Science, Information Systems or a relevant subject matter preferred.
• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education is extremely beneficial.

Responsibilities

• Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the end users' problems through verbal or email follow up.
• Records required End User and problem information in Nellson’s Helpdesk System. Updates tickets with appropriate entries of activities and closes tickets with resolution entered upon completion of the job.
• Determines the most effective manner to resolve End Users technical issues. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with Level 2 and Level 3 staff when necessary.
• Maintain inventory and documentation of Nellson’s Deployed Personal Computers and devices throughout the enterprise.
• Works on Helpdesk related projects as assigned by supervisor.
• Provide end user support for mobile devices (Smartphones/Tablets) across multiple platforms (Android/iOS).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees