IT Helpdesk Technician

Force America•Savage, MN

9h•Onsite

About The Position

The IT Helpdesk Technician serves as Level One technical support for internal Associates seeking technical assistance via phone or email. This role must have good technical knowledge, and the ability to communicate effectively to understand an issue and clearly explain its solution. IT professionals must be customer-oriented and patient to create and sustain value for internal customers that helps preserve the IT organization’s reputation and effectiveness.

Requirements

High school diploma/GED or equivalent.
2-4 years of related experience
Education in Computer Science, Information Systems or equivalent field experience.
CompTIA A+, MCP certification
Strong Microsoft product knowledge level including Windows 10, Office 2016, Windows 2012 Server and later
Experience supporting multiple user device types including desktops, laptops, 2 in 1, and mobile devices
Excellent customer service skills both verbal and written
Ability to work on various tasks simultaneously while ensuring the integrity of each.
Able to complete work individually and as part of a collaborative effort.

Responsibilities

Serve as the first point of contact for Associates seeking technical assistance over the phone, and via email and web-based Support Desk submissions.
Perform in person and remote troubleshooting through diagnostic techniques and relevant questions.
Determine the appropriate solution based on issue characteristics and documentation.
Direct new and unresolved issues to appropriate support personnel based on expertise and/or escalation needs.
Provide accurate information regarding IT products or services.
Record events and resolutions accurately in IT ticketing system and knowledge base.
Identify and suggest potential improvements in procedure, technology, or communication.
Manage computer imaging tools, processes, and administration.
Administer and maintain end user accounts, permissions and access rights.
Administer Enterprise endpoint security management platform.
Support and administer SCCM configurations and software deployments.
Maintain and manage the corporate printer maintenance plan.
Primary resource for mobile device management, procurement, and deployment.
Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information as requested.
Assist with company IT projects both during and outside of business hours.
Travel to locations to assist with set up/implementation of systems.
Participates in the development of long-term strategic goals for systems and software in conjunction with end-users, IT co-workers, and IT Leadership.