Job Details
Job Description
Summary
The Support Desk Technician provides professional technical support for issues involving end-user devices, accounts and connectivity (data and voice). The Support Desk Technician documents, troubleshoots and resolves of all level 1 and level 2 support request and ticket operations while referring level 3 support issues onto other IT team members.
Job Duties
- Completing level 1 and level 2 technical support operations for incoming tickets
- Administering all end-user equipment operations including inventory management, configuration, deployment and support (PCs, Printers, Desk Phones and Phone System, Cell Phones, and A/V equipment), software and software license administration
- Administering account operations including creation, configuration and audit of network and system-specific accounts
- Administering support request operations including creating, categorizing, prioritizing, documenting, distributing, and processing support tickets
- Performing project-based tasks associated with developing new processes and procedures to support business requirements
- Performing end-user training for general device, network, business systems and PC software
- Supporting the HarbisonWalker Business System (HBS) including 5S by identifying and implementing opportunities for continuous process improvement as metrics warrant
Qualifications - A.S. degree in Computer Science, Information Systems, Software Engineering, or related field
- Requires in-depth knowledge of MS Office products
- Requires in-depth knowledge of computer hardware and peripheral devices, imaging techniques, desktop and server operating systems, and demonstrated ability using a ticketing system
- Requires in-depth knowledge of Microsoft Active Directory is required
- Requires strong analytical, interpersonal and communications skills and the ability to work effectively in a team environment
- The Support Desk Technician requires two (2) - four (4) years of experience in a technical support position within a mid to large size company, with hands on responsibilities for end-user device and account support utilizing specific support requests processes and ticketing systems.