The Tier 1 Help Desk Support Technician’s role is to provide end-user support and maintenance within the organization’s desktop and mobile computing environment, as well as its various conferencing systems; and to implement technology aspects of facilities dynamics (office moves and build-outs). This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and software, telephones, and mobile computing devices. It also includes testing, setting up, breaking down video and audio conferences, and maintaining the video conferencing systems. The Help Desk Support Technician will participate as a member of the IT Service Desk, providing excellent customer service by troubleshooting problems (in person, by telephone, or via e-mail or other electronic means) in a timely and accurate fashion, and providing end-user assistance where required.
Requirements
• Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (smart phones, tablets, etc.).
• Hands-on hardware troubleshooting and installation experience.
• Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 7, Microsoft Windows 10), Office 365, and mobile devices (iOS, Android) over the phone.
• Expert working knowledge of Microsoft Office software components. Office 2010 required; Office 2016 / Office 365 a plus.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC hardware and software issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
Principal Responsibilities
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Collaborate with server and network administrators to ensure efficient operation of the company’s desktop computing environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
• Coordinate with remote sites and third parties for testing and conducting video and audio conferences.
• If necessary, liaise with third-party support and PC equipment vendors.