Help Desk Technician I (Temporary)
Respond to Help Desk requests and provide technical support to both internal and remote users as well as external trading partners.
Position overview
Essential Functions:
- Monitor and prioritize incoming tickets, incidents, and service requests.
- Recognize, research, isolate and resolve user problems.
- Serve as the first point of contact for technical assistance.
- Escalate complex issues to Tier 2 support.
- Coordinate referral to the appropriate technical professional or service personnel for appropriate services.
- When appropriate, train users regarding equipment and/or software with proper follow-up as required
- Install/setup and maintain all hardware and peripheral components such as personal computers, monitors, keyboards, phones, printers, etc.
- Maintain network security, including adding/deleting users, modifying user network security, and providing user support.
- Work on assigned projects to provide deliverables on time.
Secondary Functions:
- Serve as backup to other Help Desk staff.
- Keeps current with technological trends.
- Perform other duties as assigned
Requirements
These are the qualifications typically needed to succeed in this position. However, you don’t need to meet every requirement to apply.
Education and experience
- High School diploma or GED equivalent.
- Minimum of three (3) years working in a technical (help desk) support environment.
Knowledge of:
- Phone system administration (Avaya Preferred).
- Personal computers and proficiency in Microsoft Office Suite applications, including Outlook, Word,
Excel, Access and PowerPoint.
- Microsoft Windows 7/10, Microsoft Office 365, Endpoint Protection and Security Applications, Common business applications, such as Adobe Acrobat, Anti-Virus, Winzip, and Internet browsers (IE, Firefox and Chrome).
- Network Client Connectivity Troubleshooting
- Device Support (printers/scanners/smart phones/tablets/laptops)
- Familiar with Windows 10 Deployment with Bitlocker Device Encryption.
- Working knowledge of Active Directory, DHCP, DNS, TCP/IP, VPN, FTP, 2FA, MDM
Ability to:
- Work independently and cooperatively with others.
- Work as part of a team and support team decisions.
- Communicate effectively, both verbally and in writing.
- Adapt to changes in requirements/priorities for daily and specialized tasks
- Effectively communicate, both verbally and in writing, with vendor’s software support staff, HPSM staff and HPSM Management team.
- Prioritize work and meet deadlines.
- Establish and maintain effective working relationships with internal and external contacts and meet customer service standards and service level agreements.
- Work on weekends or outside business hours as needed.
Salary and benefits
The starting salary range is $30.29 - $38.31 per hour, depending on the candidate’s work experience.
It is HPSM's policy to provide equal employment opportunities for all applicants and employees. HPSM does not unlawfully discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, sexual orientation, veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable federal, state, or local law. HPSM also prohibits discrimination based on the perception that an applicant or employee has any of those characteristics or is associated with a person who has or is perceived to have any of those characteristics.