Help Desk Technician I

Job Title : Help Desk Technician I

Department : Information Technology

Reports To : CIO

PRIMARY FUNCTIONS : The primary responsibility of the HomeXpress IT Help Desk Technician I is to provide end-user support connected with employee onboarding and resolution of hardware and software issues. Applicants must have excellent communications customer service and technical skills.

This role will interact with end-users to provide and maintain the technology they use to perform their jobs effectively. To achieve excellence in support the IT Help Desk Technician must resolve problems quickly and communicate clearly. Close attention to detail combined with innovative thinking are important qualities for success in this position.

This is also a growth opportunity for the right individual with the opportunity to work with the Microsoft suite of tools networks and SaaS applications as well as help with Cyber Security.

You will be working with everyone from the executives and vendors to end users and customers so presence knowledge and fit are key to be successful in this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Provide end-user support for all Information Technology products and services. Support may include answering questions troubleshooting problems teaching or instructing customers regarding software or hardware functionality and communicating policy.

Determine the most effective manner to resolve clients technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with IT staff as necessary.

Record customer and problem information in the Ticketing System.

Resolve Level 1 issues and elevate complex and high priority problems appropriately.

Install hardware and peripheral components like disk drives printers keyboards and monitors

Load software packages such as operating system and office applications

Customize and adapt current programs to satisfy users needs

Coordinate with network services and information system groups

Install repair and conduct preventive maintenance of personal computer by providing technical support

Troubleshoot computer hardware software telephone and network issues.

Install / image desktop Windows operation systems and various software.

Map network printers and drives.

Configure Microsoft Office and other software titles specific to user roles.

Manage equipment and software inventory lists.

Interact with vendors to resolve and maintain 3rd party services.

DESIRED PERSONAL CHARACTERISTICS :

Self-Starter with positive Can-Do attitude.

Able to handle sensitive information on a confidential basis.

Works well under pressure and relishes the responsibility that comes with the position.

Able to be a problem solver with the ability to communicate well both externally and internally.

A constant learner that embraces change and innovation.

JOB REQUIREMENTS :

Exceptional verbal and written communication skills.

Ability to troubleshoot complex issues in person or over the phone.

Ability to work independently and in a team setting.

Ticket and SLA management

Understanding of Windows security permissions.

Understanding of Windows maintenance techniques.

EDUCATION :

High school diploma or general education experience (GED) required.

EXPERIENCE :

Experience with Windows 10 / 11 Pro.

Experience with Office 365 and the suite of Office applications.

Experience with Helpdesk ticketing systems.

Ability to manage projects and incidents.

Strong customer service skills.

PHYSICAL REQUIREMENTS :

This position is in an office setting with computer and general office equipment. The position requires the ability to move freely around within the department and other department locations.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work : No

Employment Type : Full-time

Key Skills

user account,Active Directory,Customer Service,Information Technology,desk support,End user,Project Management,Phone Calls,service levels agreement,Desk Staff,Ltil,Procedures,Setup,hardware,Technical Support

Experience : years

Vacancy : 1