Summary The Help Desk Technician is responsible for providing first level technical assistance to computer users. The Helpdesk Technician responds to telephone calls, electronic mail, and other inquiries from computer users regarding hardware, software, networking or other IT-related problems or needs; logs, tracks, escalates, and resolves work orders; or refers the issue to specialized IT staff.
Essential Duties and Responsibilities include the following:
Review and sort Helpdesk tickets as they come in and assign to the correct technician.
Address assigned Help Desk tickets and resolve in a timely, appropriate manner.
Build and configure new desktop or laptop systems, and install needed software per user profile.
Install and configure new thin client workstations including monitor.
Install new phones and configure on the I3 phone system.
Create new user accounts in Active Directory and add to proper workgroups; grant needed permissions.
Create new user accounts in Microsoft Exchange and configure mailbox.
Create new user accounts in Interaction Admin. and configure phone profile.
Troubleshoot issues with technology equipment.
Install new software on user systems as needed.
Contact vendors and order new computer systems, and new hardware, as needed.
Maintain IT equipment located in conference rooms and training areas, and assist as needed.
Assist users with printing, scanning and copying equipment.
Troubleshoot system access problems.
Maintain inventory of equipment and parts; document IT vendor activities.
Perform other assignments as required.
Education and/or Experience
Minimum one year certification from college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses, Registrations
A+ Certification and Active Directory knowledge required; Network + certification desired.