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Job Description ??? Help Desk Technician Title Help Desk Technician Description The Help Desk Technician???s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. 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. Responsibilities ??? Field incoming help requests from end users via both telephone and e-mail in a courteous manner. ??? Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. ??? Build rapport and elicit problem details from help desk customers. ??? Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. ??? Record, track, and document the help 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, 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.
Relocation costs may be covered.
Position Requirements ??? High school diploma and at least 2 years work experience. ??? A+ and Network+ certifications desired. Knowledge and Experience ??? Knowledge of basic computer hardware, including PCs, DSL modems, routers, switches, wireless routers. ??? Experience with desktop and server operating systems, including Windows XP and Windows 7. ??? Experience with Apple devices (computers, mobile devices, etc) and Citrix XenApp a plus. ??? Extensive application support experience with Microsoft Office and anti-virus applications. ??? Working knowledge of a range of diagnostic utilities, including ping, tracert, ipconfig, event viewer, and application logs. ??? Exceptional written and oral communication skills. ??? Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. ??? Strong documentation skills. Personal Attributes ??? Ability to conduct research into a wide range of computing issues as required. ??? Ability to absorb and retain information quickly. ??? Ability to present ideas in user-friendly language. ??? Highly self-motivated and directed. ??? Keen attention to detail. ??? Proven analytical and problem-solving abilities. ??? Ability to effectively prioritize and execute tasks in a high-pressure environment. ??? Exceptional customer service orientation. ??? Experience working in a team-oriented, collaborative environment. Work Conditions ??? 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. ??? Lifting and transporting of moderately heavy objects, such as computers and peripherals. ??? Some travel along the Wasatch Front is required. Mileage reimbursement provided. ??? Must be able to lift 35 lbs.
Please Email your cover letter and resume.