Helpdesk Technician

The Helpdesk Technician I is responsible for performing helpdesk functions and light network administration for our end users. The Helpdesk Technician I needs to have a good foundational knowledge of computer and device hardware, be skilled in using tools for repairs, and possess the ability to follow safety protocols to avoid injury or damage to equipment. The Helpdesk Technician I is familiar with Microsoft based PC and server operating environments. The Helpdesk Technician I works with technology and operations staff to support IT solutions created in house or from our third-party vendors.

Responsibilities:

• Provides helpdesk support through monitoring, tracking, and resolving user requests received through the Enterprise Technology Services (ETS) helpdesk ticketing system to the end user’s satisfaction
• Modifies configurations, utilities, software default settings, etc. for the local workstation
• Troubleshoot and diagnose hardware and software malfunctions and resolve, repair or report repairs in a timely manner.
• Collaborating with higher-level support technicians for complex repairs and when specialized knowledge or skills are required.
• Managing warranty claims for defective hardware, which includes liaising with vendors and manufacturers to obtain replacement parts or units.
• Conducting routine maintenance tasks such as cleaning dust from inside computers, checking and securing connections, and updating firmware to prevent future hardware failures.
• Documents internal procedures and makes updates as needed
• Assists with onboarding of new users and ensures that each workstation is set up with a computer, monitor, keyboard, mouse, hard drive, software, and any additional specialized equipment
• Install, test, troubleshoot and repair workstations, peripheral devices such as printers, scanners, and monitors, including connectivity and configuration issues.
• Creates users in Active Directory, Office 365 mailbox and assigns users and computers to proper groups in Active Directory
• Performs timely workstation hardware and software upgrades as required

Results/Accountability:

• Ensures Helpdesk Ticket Acknowledgement meets company standards of 25% within 1 hour, 25% within 1 to 8 hours, 25% within 8 to 24 hours, and 25% in 24+ hours for weekend accommodation

• Delivers 80% Resolution within 24 hours, 20% within 48 hours on weekdays, exception handling to be defined
• Receives 95% score or higher on Client Satisfaction Survey

Qualifications:

• Associates degree in information systems, computer technology or related field required
• Two years of relevant experience preferred
• Ability to work occasional nights and weekends as required
• Valid driver’s license and reliable personal transportation required for occasional travel within NC and SC

General Requirements:

• Strong communication skills, written, and verbal skills
• Strong organizational skills
• Ability to work in a fast-paced environment
• Comply with all company policies and procedures
• Demonstrate the qualities and character traits as defined in the True Difference
• Able to be present on site from 8am – 5pm on business days

Physical Requirements:

• Must be able to remain in a stationary position 25% of the time
• Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
• Associate will position one’s self to maintain computers at work stations, including under the desks and in the server closet
• Constantly operates a computer and other office equipment
• Frequently moves IT equipment, weighing up to 50 lbs.