Help Desk Technician II - ON-SITE / HICKORY, NC

Position Summary

The Help Desk Analyst’s role is to ensure proper computer operation throughout our organization so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve diagnostic and help request tracking tools (Track -IT) and require the individual to give in-person, hands-on help at the desktop level.

Position Details

• Serve as the first point of contact for end users seeking technical assistance over the phone, or email.


• Perform remote troubleshooting using IT knowledge base, diagnostic techniques, and discovery questions to find root cause of issue.


• Determine the best solution based on the issue and details provided by end user(s).


• Walk the customer through the problem-solving process, providing step-by-step instructions.


• Direct unresolved issues to the next level of support personnel and follow up to ensure resolution.


• Follow-up and update end user with any status changes with the ability to triage incoming helpdesk issues.


• Identify and suggest possible improvements in procedures.


• Record, track, escalate, update and close tickets thru problem management software


• Knowledge of computer imaging procedures including backing up, cloning a machine and deploying new images to computer.


• Create documentation that can walk end users through a complex issue in non-technical terms.

Position Requirements

• Experience as a help desk analyst or tech support rep, or similar role.


• Knowledge of computer systems, hardware, and software.


• Good understanding of computer networks, operating systems


• Ability to diagnose and resolve basic technical issues.


• Excellent communication skills, both written and verbal, with the ability to convey technical issues to non-technical users.


• End user oriented and patient in handling difficult situations

 Physical Requirements

The physical demands and work environment expectations described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting and performing repetitive tasks, including but not limited to computer and telephone usage


• Frequently lifting/carrying objects up to 10 lbs.; on occasion up to 25 lbs.