IT Help Desk Technician Specialist

Epworth Children's Home•Columbia, SC

About The Position

For more than 126 years, Epworth Children's Home has grown and adapted to the individual needs of children and families by providing a safe and nurturing environment, evidence-based practices, and programs across the continuum of care and across the state of South Carolina. Summary Provide support for all areas of IT. Provide technical support via phone, email, or remote services. First point of contact to troubleshoot IT issues within our organization. Primary Performance Objectives · Perform troubleshooting using different diagnostic techniques. · Troubleshoot, diagnose, and resolve technical hardware and/or software issues. Job Task Summary · Serve as the first contact with employees who need technical assistance via the phone, email, and remote services. · Perform troubleshooting using different diagnostic techniques. · Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. · Troubleshoot, diagnose, and resolve technical hardware and/or software issues. · Provide quick resolution and excellent customer service. · Redirect unresolved issues to the next level of support personnel. · Provide needed information on IT products or services. Qualifications · Excellent verbal and written communication skills. · Excellent interpersonal and customer service skills. · Ability to explain technical issues to technical and nontechnical employees and customers. · Strong analytical and problem-solving skills. · Proficient with Microsoft Office Suite or related software. · Proficient with or the ability to quickly learn an array of computer hardware and software. · Previous working experience as an IT Help Desk Technician for two year(s) BA in IT, Computer Science or similar relevant field · Valid South Carolina Driver's License. · Must possess a high school diploma or GED · Must be able to pass standard background checks, including: drug screen, employment physical, SLED, DSS Central Registry and Sex Offenders Registry Physical Requirements · Prolonged periods sitting at a desk and working on a computer · Must be able to lift up to 20 pounds at times. · Travel up to 25%

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Ability to explain technical issues to technical and nontechnical employees and customers.
Strong analytical and problem-solving skills.
Proficient with Microsoft Office Suite or related software.
Proficient with or the ability to quickly learn an array of computer hardware and software.
Previous working experience as an IT Help Desk Technician for two year(s)
BA in IT, Computer Science or similar relevant field
Valid South Carolina Driver's License.
Must possess a high school diploma or GED
Must be able to pass standard background checks, including: drug screen, employment physical, SLED, DSS Central Registry and Sex Offenders Registry
Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 20 pounds at times.
Travel up to 25%

Responsibilities

Serve as the first contact with employees who need technical assistance via the phone, email, and remote services.
Perform troubleshooting using different diagnostic techniques.
Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions.
Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
Provide quick resolution and excellent customer service.
Redirect unresolved issues to the next level of support personnel.
Provide needed information on IT products or services.