Tier 1 IT Help Desk Technician, Social Media

Role Overview

• Provides on-site and remote support to end users on a variety of issues.
• Responds to telephone calls, emails, submitted helpdesk tickets and face to face requests for technical support.
• Identifies, researches and resolves technical problems.
• Documents, tracks and monitors support calls to ensure timely resolution.
• Provides end user support for all network-based software applications.
• Installs and configures PC workstations, laptops and tablet PCs.
• Visits remote sites on a rotating and as-needed basis to perform end user functions not capable of being resolved remotely.
• Determines and recommends which products or services best fit the organization's needs.
• Plans, writes and maintains documentation pertaining to systems operation and end user documentation.
• Ensures that sufficient documentation is available and maintained for all staff to ensure correct/optimal utilization of system features.
• Maintains inventories of hardware, software, forms etc.
• Maintains log of software application problems and status.
• Administers telephone systems and voicemail systems (move/add/delete/change and/or repair).
• Assists all personnel with presentation/conference equipment and programs.
• Installs, configures and troubleshoots network printing.
• Works in conjunction with vendors and contractors to support and administer information systems.
• Maintains domain user account information including rights, security and system groups.
• Assists in training new employees to the level required for optimum job performance and provides refresher training for existing employees as needed.
• Regular and predictable attendance.
• Ability to work in a cooperative manner with others.
• Performs other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED): Required
• Associate's Degree (two year college or technical school) or Work Equivalent, Field of Study: MIS, CS or Engineering Technology
• Bachelor's Degree (four year college or technical school) Preferred, Field of Study: MIS, CS or Engineering
• 1 year of experience in MIS, CS or Engineering Technology
• Computer Skills: Microsoft Windows Desktop Operating Systems (required)
• Microsoft Windows Server Operating Systems (recommended)
• Microsoft Active Directory (recommended)
• Microsoft Office Suite (required)
• Advanced networking methodologies (TCP/IP) (recommended)
• Network Printing and Queuing (required)
• Smart Phone IOS/Android (required)
• VNC or similar remote control software (highly recommended)
• A+/Network+ certification recommended, Microsoft technologies certification or other network engineering or administration technologies a plus.
• Valid driver’s license with insurance coverage required to drive to remote locations.

Tech Stack

• Android
• iOS
• TCP/IP

Benefits

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account
• Basic Life Insurance
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability
• Accident Insurance
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing
• Employee Assistance Program
• Paid Time Off
• Personal/Sick Time
• Paid Holidays