Job Description

Job Description

Job Description

OVERVIEW

The Help Desk Technician supports the achievement of organizational goals by offering support and technical assistance to associates using software, hardware, or other computer systems. The Help Desk Technician will be the first line of support for 430 plus desktops, laptops, mobile devices, and peripheral devices.

RESPONSIBILITIES AND RESULTS

• Support the Help Desk Lead and IT team in maintaining hardware, software, and application systems
• Participate in configuration and deployment of handheld devices and workstations
• Install and set up new computer systems and perform routine maintenance
• Serve as a point of contact for associates seeking technical assistance via email, phone, or ticketing system
• Resolve Help Desk tickets in a timely manner
• Help users in person or remotely
• Following up with associates to ensure full resolution of issues
• In-depth documentation of process in resolving help desk tickets
• Creation of reference guides for common IT request
• Identify and suggest possible improvements to procedures
• Assist in troubleshooting issues the next level of difficulty with subject matter experts
• Perform other duties/projects as assigned

QUALIFICATIONS

Education and Work Experience

• Education – High School/GED graduate
• Tech-savvy with the ability to diagnose and resolve basic technical issues
• Fundamental knowledge of computer systems and processes
• Customer-oriented
• Strong verbal and written communication skills
• Ability to work well within a small team
• Ability to support users remotely

Skills and Knowledge

• Ability to read, interpret and follow written job instructions and technical documentation.
• Ability to leverage web search and knowledge bases to quickly comprehend, troubleshoot, and resolve IT issues
• Ability to work as a contributing member within the team.
• Ability to frequently lift/move material weighing up to 50 pounds.

Supervisory Responsibilities

• None

BEHAVIORAL REQUIREMENTS

As part of a team-based work environment, must be able to demonstrate the following Job Competencies:

Job Competencies

• Reliability/Dependability – Responds to internal customer needs, questions, and concerns in accurate and timely manner. Follows through commitments, assignments, and tasks; is at work when scheduled; takes timely breaks/lunches; uses work time wisely.
• Technical Skills/Knowledge – Has necessary experience, skills, and knowledge to perform all aspects of the job; rotates through all job responsibilities. Maintains knowledge and skills to perform the job effectively.
• Work Standards – Has high standards of performance for self. Takes responsibility for actions, results, and mistakes; is thorough, accurate, and reliable when performing and completing tasks, demonstrates honesty and integrity in all aspects of work.
• Respects Diversity – Respects the Company’s diverse workforce and behaves in a manner that does not cause harm to others based on age, race, ethnicity, gender, sexual orientation, or religious beliefs.
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views and welcomes feedback; use feedback from others to continuously improve performance and working relationships; contributes to building a positive team spirit; puts success of team above own interests.
• Adaptability – Can focus on the benefits of change and see it as positive; approaches change or newness in a constructive, objective manner, views change as a learning opportunity; able to deal with frequent change, delays, or unexpected events.
• Positive Working Relationships – Listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things; shares information and knowledge; demonstrates a high level of integrity and honesty.
• Flexibility – Moves within own and/or other work areas (flexes) to support plant flow; works with a sense of urgency to meet needs of customers.

ENVIRONMENT/PHYSICAL DEMANDS

• The noise level in the work environment is moderate, standard office setting.
• Eye, hearing, hair nets, bump hats, lab coats may be required.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodations may be made to enable persons with disabilities the ability to perform the essential responsibilities, and results.

Job Tags

Similar Jobs