Helpdesk Technician

True Homes•Monroe, NC

2d•Onsite

About The Position

The Helpdesk Technician I is responsible for performing helpdesk functions and light network administration for our end users. The Helpdesk Technician I needs to have a good foundational knowledge of computer and device hardware, be skilled in using tools for repairs, and possess the ability to follow safety protocols to avoid injury or damage to equipment. The Helpdesk Technician I is familiar with Microsoft based PC and server operating environments. The Helpdesk Technician I works with technology and operations staff to support IT solutions created in house or from our third-party vendors.

Requirements

Associates degree in information systems, computer technology or related field required
Two years of relevant experience preferred
Ability to work occasional nights and weekends as required
Valid drivers license and reliable personal transportation required for occasional travel within NC and SC
Excellent attention to detail
Strong communication skills, written, and verbal skills
Strong organizational skills
Ability to work in a fast-paced environment
Comply with all company policies and procedures
Demonstrate the qualities and character traits as defined in the True Difference
Able to be present on site from 8am 5pm on business days
Must be able to remain in a stationary position 25% of the time
Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
Associate will position ones self to maintain computers at work stations, including under the desks and in the server closet
Constantly operates a computer and other office equipment
Frequently moves IT equipment, weighing up to 50 lbs.

Responsibilities

Provides helpdesk support through monitoring, tracking, and resolving user requests received through the Enterprise Technology Services (ETS) helpdesk ticketing system to the end users satisfaction
Modifies configurations, utilities, software default settings, etc. for the local workstation
Troubleshoot and diagnose hardware and software malfunctions and resolve, repair or report repairs in a timely manner.
Collaborating with higher-level support technicians for complex repairs and when specialized knowledge or skills are required.
Managing warranty claims for defective hardware, which includes liaising with vendors and manufacturers to obtain replacement parts or units.
Conducting routine maintenance tasks such as cleaning dust from inside computers, checking and securing connections, and updating firmware to prevent future hardware failures.
Documents internal procedures and makes updates as needed
Assists with onboarding of new users and ensures that each workstation is set up with a computer, monitor, keyboard, mouse, hard drive, software, and any additional specialized equipment
Install, test, troubleshoot and repair workstations, peripheral devices such as printers, scanners, and monitors, including connectivity and configuration issues.
Creates users in Active Directory, Office 365 mailbox and assigns users and computers to proper groups in Active Directory
Performs timely workstation hardware and software upgrades as required
Performs other duties as needed or required