IT Help Desk Technician I
About The Position
Supports and demonstrates IMA’s core values. Values and understands the importance of diversity, equity, and inclusion among all IMA associates. Tests, diagnoses, and resolves end user desktop/hardware, operating system, and application problems, to include identifying and resolving desktop application interdependencies and/or conflicts. Sets-up and maintains user accounts, maintains computer and hardware inventory, and provides meeting room A/V support. Acts as the single point of contact for end customer issue resolution throughout the lifecycle of an incident. Escalates an incident to IT subject matter experts and tracks resolution to required service level. Configures and deploys end user hardware, including laptops, desktops, telephones, and mobile devices. Supports the use and functionality of Microsoft Office 365 applications. Manages end user support requests in the Help Desk ticketing system.
Requirements
- 2-3 years’ equivalent work experience in computer technology-related fields
- 1-2 years’ experience working in service desk roles
- 1-2 years user account creation and administration experience
- excellent oral, presentation, analytical and written communication skills
- exceptional focus on customer service
Nice To Haves
- Associate degree
- CompTIA A+ Certification or demonstrated equivalent work experience or certification
- 2-3 years’ current Microsoft desktop operating system, mail client and applications experience
Responsibilities
- Tests, diagnoses, and resolves end user desktop/hardware, operating system, and application problems, to include identifying and resolving desktop application interdependencies and/or conflicts
- Sets-up and maintains user accounts
- Maintains computer and hardware inventory
- Provides meeting room A/V support
- Acts as the single point of contact for end customer issue resolution throughout the lifecycle of an incident
- Escalates an incident to IT subject matter experts and tracks resolution to required service level
- Configures and deploys end user hardware, including laptops, desktops, telephones, and mobile devices
- Supports the use and functionality of Microsoft Office 365 applications
- Manages end user support requests in the Help Desk ticketing system
Benefits
- Annual Performance Bonus
- Stock Purchase
- Medical Plans
- Prescription Drugs
- Dental
- Vision
- Family Assistance Program
- FSA
- HSA
- Pre-Tax Parking Plan
- 401(k)
- Life/AD&D
- Accident
- Critical Illness
- Hospital Indemnity
- Long Term Care
- Short-term Disability
- Long-term Disability
- Business Travel Accident
- Identity Theft
- Paid Time Off
- Flexible Work Options
- Paid Holidays
- Sabbatical
- Gift Matching
- Well-Being Stipend
- Personal and Professional Development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
