IS Helpdesk - Level l

Professional Service Bureau Inc.•Elk River, MN

6d•$15 - $26•Onsite

About The Position

The IT Help Desk provides frontline technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and technology-related issues. This role serves as the primary point of contact for IT service requests, responding to incidents through phone, email, web-based systems, and in-person support. The technician is responsible for documenting and tracking support activities, escalating complex issues when appropriate, and ensuring timely resolution of user concerns to minimize business disruption. In addition, the IT Help Desk installs, configures, maintains, and supports end-user devices and peripheral equipment; assists with hardware deployments, user administration, imaging, and inventory management; and participates in testing and evaluating hardware and software solutions. The position also contributes to system documentation, user training, reporting, and continuous improvement efforts while collaborating with technical staff and developers to support organizational technology needs. Successful candidates demonstrate strong customer service, problem-solving, and communication skills and participate in ongoing professional development and required training programs.

Requirements

Associate's degree or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Technical knowledge of Windows desktop, Windows Server, various thin client operating systems.
Familiarity with most basic desktop system administration tools and processes.
Favorable background investigation results

Nice To Haves

Familiarity with/knowledge of Office 2016, MS Terminal Services, roaming profiles / DFS, Active Directory, DNS, DHCP, Group Policy, PowerShell, batch scripting, basic telephony, VOIP, Cisco/HP LAN/WAN network infrastructure, SAN/NAS, switching and routing, VMWare virtualization, FTP, FTPS, IPSEC / SSTP VPNs, etc.

Responsibilities

Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Provide first-line analysis and response to incidents and service requests submitted by internal business users.
Respond to and resolve user requests for assistance in person, via phone, via web, and via email.
Interview users to gather information about issues and guide them through diagnostic procedures to determine the source of errors.
Perform diagnostics and work with users as needed to properly document, prioritize, and queue incoming requests requiring higher-level support.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user issues, referring more complex problems to supervisors or technical staff.
Utilize and maintain the help desk ticketing system.
Log and track requests using the problem management database and maintain history records and related documentation.
Install, test, and troubleshoot personal computers, thin clients, phones, and peripheral equipment.
Perform routine support tasks such as hardware deployment and maintenance, user administration, imaging, and inventory management, leveraging supervisors or technical staff as required.
Test software and hardware to evaluate usability and effectiveness in supporting business operations.
Participate in the on-call rotation and respond to IT requests during and outside normal business hours.
Prepare standard statistical reports, including help desk incident and service request reports.
Assist in creating, maintaining, and delivering high-quality IT documentation and end-user training related to computers, devices, applications, communications, and associated equipment.
Participate in and successfully complete all company-required training programs, continuing education courses, compliance training, and professional development activities.