Senior Help Desk Technician

Job Description

Job Description

Summary:

This position provides advanced day-to-day hardware, software, operating system, printer, and phone support for corporate offices and remote sites. The Senior Help Desk Technician will respond to support and operation requests entered into the help desk ticket tracking system. The ideal candidate will guide help desk technicians, document procedures, and work with management to optimize efficiencies.

Essential Duties and Responsibilities:

• Assists with the installation, upgrades, and configuration of workstations.
• Provides advanced troubleshooting of software, hardware, phone, and printing issues.
• Assist with the breakdown, relocation, and setup of workstations to accommodate user moves, site moves, site remodels, and new locations.
• Sets the example for following documented information technology system procedures and policies.
• Provide guidance to other help desk technicians and assists them in resolving issues and following IT best practices.
• Works with management on the creation and maintenance of help desk operating procedures.
• Provides user administration and access control for email, groups, distribution lists, Active Directory, VPN, and printer/scanner setup.
• Guides other help desk technicians with user and group administration.
• Assist users remotely using VPN, VNC, and other remote management software.
• Add or remove hardware and software as needed
• Provide support for Windows operating systems, Microsoft Office, SharePoint, and other business applications
• Replace printer toner and ink cartridges
• Maintain mobile job site IT Kits

Education and/or Work Experience Requirements:

• Bachelor’s degree or 5+ years of computer support experience
• Preferred certification: A+, Network+
• Required experience with supporting Windows operating systems, especially Windows 10 and newer
• Required experience with supporting Microsoft Office 2016 and newer.
• Preferred experience with Office 365 support
• Required experience with computer hardware replacement and upgrades.
• Required experience with creating and managing user accounts and group membership.
• Required experience with installation, upgrades, and patching of Windows operating systems and software applications.
• Training or experience with standard IT processes, such as ITIL or ISO IEC, a plus
• Training or experience with IT NERC processes a plus
• Experience with using and supporting Microsoft SharePoint a plus
• Experience with phone support a plus

Physical Requirements/Work Environment:

• Most work is performed in an office environment. Some work is performed on a job site. Must be able to sit, stand, bend, twist and lift up to 20 pounds