IT Help Desk Technician

ConnectLife•Williamsville, NY

8d•$21 - $29

About The Position

A career with ConnectLife is an opportunity to make a difference in the WNY community and in the lives of all those who have been touched by organ, eye, tissue, and blood donation. ConnectLife is much more than a 9-5 job, it is an opportunity to save and enhance lives. The help desk technician provides technical support to our organization staff in their day-to-day work. From troubleshooting error messages to providing and maintaining hardware assets, the help desk technician is the first point of contact to provide excellent customer service to staff needing technical help. Standout candidates will be excellent problem solvers with outstanding communication skills.

Requirements

Associate or bachelor’s degree in the field of computer science.
Industry certifications (A+, N+, ITIL) with applicable helpdesk experience is also acceptable.
1+ years equivalent work experience in a help desk role.
Hands-on and remote hardware and software troubleshooting experience.
Experience with Microsoft operating systems required, and Office software preferred.
Must have strong listening, and verbal communication skills to deliver step-by-step instructions to diverse individuals.
Must have patience in solving problems, maintaining emotional control with a focus on customer service.
Must be detail oriented and work with a high degree of accuracy on multiple priorities.
Proficient understanding of computer systems, mobile devices and troubleshooting methodology.
Eagerness and ability to learn new technologies and systems with and without assistance.

Responsibilities

Receive, prioritize, analyze, document, and respond to incoming calls, e-mails, and IT help desk tickets regarding computer problems and requests from staff. Provide excellent customer service and communication for these interactions.
Install, configure, test, distribute and maintain end user computer hardware, software, cabling, and other devices. Provide software, hardware, and operating systems patches and updates in a timely manner. Adhere to policy for troubleshooting and remediation.
Maintain inventory tracking of assets. Recommend, schedule, and perform repairs, upgrades, and improvements. Adhere to policy for commission and decommission. Write technical specifications for purchase order, and setup hardware and software products.
Work with IT staff and vendors to maintain endpoint security procedures and solutions, including anti-malware, intrusion detection systems, and multi-factor authentication (MFA).
Maintain and troubleshoot multi-function copy, fax, print devices. Coordinate, manage and supervise vendor products and contractor services to ensure compliance with policies and procedures
Configure, test, distribute, maintain, and troubleshoot cell phone and tablet devices as needed.
Research opportunities for new technologies, services, software, hardware, and processes as required. Assist in continuous improvement and best practices design as assigned. Develop and implement communication and training as needed.
Work with other IT staff and vendors in implementation, testing and documentation of business continuity and disaster recovery plans. Maintain current knowledge of plan executables. Respond to emergency outages in accordance with business continuity and disaster recovery plans.
Assist the Director of IT with additional special projects and tasks as needed.
Perform on call after hours support on rotating scheduled basis.
Maintain/obtain any necessary certifications and training required for the position as needed.