Information Technology Help Desk Technician

The Sr. Help Desk Technician is responsible for providing technical support and assistance related to computer systems, hardware, and software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Must be in support of the vision and mission of the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Diagnose PC/laptop/printer hardware/software issues.
• Support business applications (MS Office, Adobe, Solidworks, Mastercam, ERP)
• Support Windows 7/10 operating system.
• Add/move/delete user accounts/resources.
• Support mobile devices.
• System patching
• Deploy/install software.
• Office 365 (Exchange, Skype, OneDrive, Teams/SharePoint)
• Desktop build/deployment
• Maintain documentation.
• Active Directory, DNS/DHCP
• Networking fundamentals (wired/wireless)
• ManageEngine Desktop Central
• Group Policy management.
• Virtualization
• Scripting
• Computer literate and proficient in Microsoft Office Word and Excel, Outlook, plus word processing and presentation software.
• Ability to operate media equipment such as tablets, smartphones, and other electronic equipment.
• Ability to work with general office equipment.
• Ability to work with and understand databases a must and the ability to learn technical skills.
• Work as directly by manager

EDUCATIONAL REQUIREMENTS, QUALIFICIATIONS, and TRAININGS

• Minimum 3 years Help Desk experience.
• Bachelor's degree in information systems or equivalent certifications (A+ Certification. Network+ Certification, Microsoft certifications such as MCITP, MCSA, or MCSE)
• Communication skills and speaking in public, attention to details.
• Capacity to maintain accurate records and exercise discretion in handling of confidential information.
• Willingness to work a flexible schedule; including at different sites and programs as needed.
• Ability to maintain assigned work hours.

COMPUTER AND SOFTWARE REQUIREMENTS

• Experience with Epicor a plus.
• Microsoft: Office 365; SharePoint; Teams; Visio; and OneNote preferred.
• Ability to operate media equipment such as tablets, smartphones, and other electronic equipment.
• Ability to work with general office equipment.
• Ability to work with and understand databases a must and the ability to learn technical skills.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Shall have essential physical skills; be able to run, squat, stoop/bend, kneel, climb stairs, be able to lift at least 50 pounds (or ¼ own body weight).

Shall have adequate vision, reading, writing, and documentation skills, and hearing to perform the essential functions of the job.

Must have enough endurance to perform tasks over long periods of time.

Will be engaged in speaking, sitting, walking, driving, listening, and in communicating both orally and in writing while performing his or her duties.

Must be able to listen and respond to questions and instructions.

The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

The above noted job description is not intended to describe, in detail, the variety of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change, so, too, may the essential functions of this position.