IT Help Desk Tier 1
About The Position
The IT Help Desk – Tier I position supports the IT Department by providing exceptional customer service to users calling for technical support. Answers phone calls into the help desk and documents those technical calls within the ticketing system. Ensures complete information is obtained. Provides technical service as directed; install and maintain the organization’s computer hardware, software, and network infrastructure. Troubleshoots problems that arise and resolves them in a minimally disruptive manner. Assists with training end users and ensures documentation of all activities within the help desk.
Requirements
- Demonstrated familiarity with Enterprise IT solutions
- Proven ability to work with internal and external customers
- Detail oriented, self-motivated, a problem solver and a team player
- Ability to navigate multiple computer screens and browsers quickly and accurately
- Ability to excel in a very fast-pace team environment
- Ability to continuously “exceed” company and customer expectation
- Strong communication skills & professional demeanor
- Minimum of High School diploma or equivalent (GED)
Nice To Haves
- IT Certifications preferred
Responsibilities
- Answers calls from departmental telephone queue to assist employees with IT questions/issues.
- Documents all calls into the ticketing system ensuring all data is captured and documented to appropriately set up tickets for success with Tier 2 and 3 support technicians.
- Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions as directed.
- Installs, configures and maintains personal computers, Windows networks, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment, as directed.
- Tracks all equipment including laptops, personal computers, iPads, printers, etc.
- Performs and/or oversees software and application installation and upgrades.
- Maintains site licenses for department/organization.
- Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
- Documents processes.
- Assists personnel of other departments as a computer resource.
- Provides computer orientation to new and existing company staff.
- Other duties as assigned.
Benefits
- Health Benefits: Medical/Dental/Vision/Life Insurance
- Company Matched 401k Plan
- Employee Stock Ownership Plan
- Paid Time Off + Paid Holidays
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
