Help Desk Technician
SUMMARY: Help Desk Technicians provide Association-wide first line technical support requiring excellent customer service skills and an aptitude for working with application/systems to undertake analysis, diagnosis and resolution of user problems. This position is subject to pre-employment background checks
Essential Responsibilities
- Answers internal calls regarding IT issues
- Attempts first level trouble shooting of IT related problems
- Escalates unresolved calls to appropriate specialist
- Logs, troubleshoots and tracks problems to a successful conclusion, escalating complex problems to appropriate specialists.
- Performs routine distribution, installation and upgrades of applications
- Develops and maintains documentation
- Participates in department reporting
- Creation and maintenance of file access rights, user accounts, groups and group memberships
- Active Directory & Office 365 account administration
- Documentation of authorizations
- Perform other related activities as assigned
Education and Experience
Work requires an AA degree in a computer related field or equivalent IT experience. Help desk certification a plus. Experience providing support including hardware/software problem identification and resolution, problem tracking, hardware/software evaluation, testing and maintaining inventory. Budget is up to 50-55,000/yr
Knowledge, Skills, and Abilities
Self-planning and organizing skills, with multitasking abilities in an interrupt-driven environment. Flexibility and intuitive to anticipate customer needs. Excellent Customer Service skills. Experience with Active Directory and Office 365 a must. General operating use of Microsoft applications and Acrobat required.
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