Our client, an instructional design and programming developer, has an immediate need for a Help Desk Technician.

Responsibilitie

• Learn about and support a wide range of computing technologies, such as hardware (computers, laptops, phones, mobile devices, printers/copiers), audio/visual equipment, software, operating systems, applications, and networks
• Ensure that hardware is properly documented, repaired, and ready for operation
• Assign tickets by IT Service Desk Support Specialist II and III that are routine, well known and can be completed with limited guidance and limited complexity
• Respond to and communicate the action plan for assigned tickets received through the Fresh Service ticketing system within one business hour
• Promote the use of the Service Knowledge Management System and documents incidents and service requests that are reported by e-mail, phone or in-person communication
• Deliver a balance of superior customer service and technical support through professional, comprehensive, and timely communication for all incidents and requests
• Ensure proper IT equipment configuration and support day-to-day activities, replace equipment as needed such as laptops, desktops, and projectors
• Ensure components routinely used such as keyboards, mice, cables are in supply and create purchase requisites as needed
• Install new toner in printers as needed
• Regularly update the CMDB with asset information and changes to Configuration Items, performs inventory and reporting as needed
• Adhere to Service Desk Policies and Processes
• Work with IT Service Desk Support Specialist 2/3 and Manager to create, maintain and review technical documentation and knowledge base articles
• Interact with external vendors for support and service
• Understand and demonstrate client’s values
• Other duties as assigned

Requirements:

• Currently enrolled in an IT related program in a vocational high school or college·
• Minimum 2 years of relevant experience in the Information Technology field preferred
• Experience in a Support Center/Help Desk in a Windows Environment preferred
• History of providing Macintosh support a plus
• Proficient with computer hardware and desktop software
• Able to take direction and learn the department’s processes
• Can troubleshoot, analyze, and solve computer problems
• Experience with multiple programs and systems
• Can manage multiple tasks
• Polished verbal, written and email skills
• Conversant in Microsoft Teams
• Basic knowledge of networking configurations, installation, and maintenance
• Working knowledge of all current versions of Microsoft Windows and Microsoft Office
• Adaptable to advancing technologies and procedural changes
• Can work independently or in a team environment
• Attention to detail with good organization skills
• Familiarity with commonly used concepts, practices, and procedures within the Information Technology field