IT Help Desk Technician

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

QUALIFICATIONS AND EXPERIENCE:

(Other duties may be assigned as needed)

* Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

* Respond to queries either in person, over the phone or by remote session

* Document problem solutions in ticket system and knowledge base articles

* Maintain daily performance of computer systems

* Perform application upgrades to both client and server systems

* Ask questions to determine nature of problem, walk customer through problem-solving process

* Install, modify, and repair computer hardware and software

* Run diagnostic programs to resolve problems

* Assist with technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

* Install computer peripherals and drivers for users

* Follow up with customers to ensure issue has been resolved

* Gain feedback from customers about computer usage

* Run reports to determine malfunctions that continue to occur

* Establish standards and procedures for continuous improvement

* Maintain currency with respect to technical skills by attending training classes, special technical and administration courses, seminars, exhibits

and trade shows as needed

* Other duties as designated by department manager

QUALIFICATIONS AND EXPERIENCE:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* 5-7 years of experience in a help desk environment

* Experience troubleshooting Microsoft Windows, Microsoft Office and related software

* Working knowledge and troubleshooting of Active Directory specifically GPO's, OU's, users and computers

* Experience with desktop management solutions such as LANSweeper and WSUS is preferred

* Experience handling configuration issues

* Strong troubleshooting abilities

* Experience with software installation procedures, and licensing

* Experience with centralized desktop security solutions such as McAfee EPO or similar vendor

* Experience with Solidworks and PDM is preferred

* Familiar with remote assistance applications such as Teamviewer

* Knowledge of Local Area Networking Technologies and Wide Area Network Technologies

* Strong written, verbal, analytical, and interpersonal skills

EDUCATION:

* Associates degree in Computer Science, or specialized training in certification coursework

* Comp TIA A+, Network+, MCP Certifications preferred