IS Helpdesk - Level l

Professional Service Bureau•Elk River, MN

1d•Onsite

About The Position

The IS Helpdesk - Level 1 provides frontline technical support to end users, diagnosing, troubleshooting, and resolving hardware, software, network, and other technology-related issues. The role is the primary contact for IT service requests received by phone, email, web-based systems, and in person. It documents and tracks support activity, resolves routine issues, escalates more complex problems, and works to provide timely service that minimizes business disruption. The position also installs, configures, maintains, tests, and supports end-user devices and peripherals; assists with hardware deployments, user administration, imaging, and inventory management; and evaluates hardware and software for business use. The technician contributes to IT documentation, user training, reporting, and continuous improvement, collaborates with technical staff and developers, participates in an on-call rotation, and completes required training and professional development. The role has no supervisory responsibilities. It is located in Elk River, Minnesota, and reports to the IS Director.

Requirements

Associate degree or equivalent from a two-year college or technical school, one year of related experience and/or training, or an equivalent combination of education and experience.
Technical knowledge of Windows desktop, Windows Server, and various thin client operating systems.
Familiarity with basic desktop system administration tools and processes.
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, and to present information and respond to questions from groups and individuals.
Ability to work with mathematical concepts including probability, statistical inference, geometry, trigonometry, fractions, percentages, ratios, and proportions.
Ability to solve practical problems, work with limited standardization, and interpret written, oral, diagrammed, or scheduled instructions.
Favorable background investigation results.
Ability to meet the stated physical demands, including regularly lifting and/or moving up to 10 pounds and frequently lifting and/or moving up to 25 pounds, with reasonable accommodations where applicable.

Nice To Haves

Familiarity with or 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, and IPSEC/SSTP VPNs.

Responsibilities

Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person support requests concerning computer-related technologies.
Provide first-line analysis and response to incidents and service requests from internal business users.
Respond to and resolve requests for assistance in person, by phone, through web-based systems, and by email.
Interview users, gather information about issues, and guide users through diagnostic procedures.
Perform diagnostics; document, prioritize, and queue requests requiring higher-level support.
Research, isolate, resolve, and follow up on routine user problems, escalating complex problems to supervisors or technical staff.
Use and maintain the help desk ticketing system; log and track requests in the problem management database and maintain histories and related documentation.
Install, test, and troubleshoot personal computers, thin clients, phones, and peripheral equipment.
Perform routine hardware deployment and maintenance, user administration, imaging, and inventory management, with support from supervisors or technical staff as needed.
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.
Help create, maintain, and deliver IT documentation and end-user training for computers, devices, applications, communications, and associated equipment.
Complete company-required training, continuing education, compliance training, and professional development activities.