Help Desk Technician

Job Overview:  

This position serves as the first point of contact for teammates seeking technical assistance. The Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to manage teammates of all technical skill levels. 

Responsibilities:

• Interviewing users to gather information about the problem and, if possible, leading the user through diagnostic procedures to determine the problem.
• Log all support calls into the Help Desk Ticketing System to ensure all calls are tracked, responded to, and closed in a timely manner. 
• Resolve basic hardware and software issues. This includes installations and regular updates of all software as well as connecting PCs, monitors, printers etc. to the network.
• Use problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue. This includes remote troubleshooting.
• Direct unresolved or more complex issues to the next level of support in a timely manner including documentation of troubleshooting steps that have already been taken.
• Maintain all Oil Dri IT assets in an inventory database by tracking all serial numbers to ensure all resources are always accounted for.
• Configure, install new PCs, and assist the user in adapting to their new system as smoothly as possible.
• Keeps current with the latest in PC hardware and software technology. Uses technology for productivity improvements in the office and in off-site field locations.
• Performs other appropriate functions as directed by the Technical Services Manager.
• Other duties as assigned.

Qualifications:

Education:

• BS in Computer Science or relevant subject preferred with 0 – 2 years’ experience or Associate Degree / A+ certification with 1 - 3 years’ experience
• Microsoft Certification a plus.

Skills & Abilities:

• Ability to travel occasionally to remote facilities that may require an overnight stay. Ability to work in an environment where conditions may include dust.
• Ability to lift, carry, push/pull or otherwise move an object up to 30 pounds
• Must have an understanding of Microsoft operating system
• Must have experience upgrading/replacing PC hardware systems.
• Must be able to work independently in a high-paced environment and exhibit strong written and verbal communication skills.
• Must have working knowledge of Microsoft Office Applications.
• Must have strong interpersonal, organization and technical skills