Job Title

Location

IT SERVICE DESK TECHNICIAN

SUMMARY

The Help Desk Technician’s role is to ensure a smooth end-user technology experience to efficiently accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service desk requests independently and with the assistance of other IT personnel as needed. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

The main activities of the role are:

·         Be the “First Responder” for all minor end-user service desk issues/requests

·         Field incoming help requests from end users in a courteous manner. Requests may be received by telephone, e-mail, in-person drop by, or a Service Desk ticket

·         Prioritize and schedule problems with assistance from other members of the IT team.

·         Transfer/escalate problems (when required) to the appropriately experienced IT team member.

·         Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

·         Build relationships with the end-user community / Provide excellent customer service

·         Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

·         Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

·         Identify and learn appropriate software and hardware used and supported by the organization

·         Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

·         Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

·         Test fixes to ensure problem has been adequately resolved.

·         Perform post-resolution follow-ups to help requests.

·         Develop help sheets and frequently asked questions lists for end users.

KNOWLEDGE & EXPERIENCE

Strong working knowledge and experience in implementing and maintaining the following technologies:

·         Knowledge of end-user computer hardware and software

o   PCs (Windows 7/8/10) / MacOS (OSX10+)

o   Printers/Printing

o   Mobile phone set-up and support

·         Application support experience

o   Microsoft Office (Outlook, Excel, PowerPoint)

o   Adobe Creative Suite

o   Desktop IM

o   Videoconferencing

·         Strong knowledge and interest in technology products and trends

·         Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

·         Strong documentation skills

EDUCATION and/or EXPERIENCE

Bachelor's degree (B.A.) from four-year college or university is preferred; at least two years related experience and/or training; or equivalent combination of education and experience.

WORK CONDITIONS

·         On-call availability as needed / Coordinate on-call availability with team to ensure coverage

·         Sitting for extended periods of time.

·         Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

·         Occasional inspection of cables in floors and ceilings.

·         Lifting and transporting of moderately heavy objects, such as computers and peripherals.

 COMPENSATION

·         Annual salary - $60,000

·         Full Benefit Package

LOCATION

·         Upper Fairfield County