Helpdesk Technician

Position Summary

Provides technical assistance and training for employees on computers, peripherals, printers and software. Troubleshoots, diagnoses, repairs and resolves technical issues to the satisfaction of the end user. Works with Human Resources in the onboarding of new hires with account and email creation, rights management and workstation deployment. Responsible for tracking and maintaining hardware and software inventory. Provide technical support duties for on-site and off-site events as needed.  

Essential Duties and Responsibilities include the following and other duties as assigned.

• Setup, configure and maintain workstations, equipment and software for all employees according to end user needs and company standards
• Ability to identify, troubleshoot and resolve computer system issues, operational problems and repairs to damaged equipment 
• Installs, configures and maintains Windows and Mac computers, file and print servers, network cabling, phone systems and various peripheral devices
• Provide excellent customer service with an emphasis on a professional, timely and positive experience to employees  
• Participates in a 24-hour on call rotation providing international and after-hours technical support 
• Be an escalation point and team lead to other Helpdesk Technicians

Education and/or Experience

• Bachelor’s degree in related field preferred but not required. 1-3 years of help desk experience preferred. Demonstrated experience and aptitude with technology.

Qualifications/Skills

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

• Expert with Windows 7, 10, 11 and OS X operating systems
• Working knowledge of basic server administration roles (Print, File, Domain, Voice)
• Exposure to AD, DNS, DHCP, CIFS management, IIS, certificate and domain management, and scripting a plus
• Requires a strong passion for technology and a desire to help others. 
• Strong analytical, troubleshooting and problem solving skills
• Ability to lift, move and setup computers, printers and related equipment
• Working knowledge of networking protocols, routers, switches and cabling
• Ability to follow policies and procedures to ensure best practices and standards are adhered to
• Motivated self-starter with the ability to perform duties independently
• Ability to communicate effectively with all levels of employees
• Ability to manage stress and work effectively under pressure to meet deadlines.
• Ability to work cooperatively as part of a team

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.