Helpdesk Technician

Help Desk Technician will work in conjunction with the IT Department, to provide both software and hardware support for in-office and remote users with varying levels of technical experience.

Essential Functions and Basic Duties:
• Provide phone-based, and email-based support to office-based and remote users on topics involving software, hardware, and peripherals such as printers, fax machines and handheld devices

• Track all support requests, calls, and emails
• Handle support requests regarding VPN / remote access and network connectivity issues
• Handle setting up new users, resetting passwords, and unlocking user accounts
• Install applications, patches, etc on laptops
• Follow-up previous support efforts in order to ensure success and satisfaction
• Contribute to and maintain a knowledge base of solutions to problems
• Prepare instructional documentation for users and propose new solutions to problems areas
• Translate technical terms concepts into non-technical language for users
• Work with IT Operations staff and consultants on a daily basis
• Primary point of contact when IT Operations staff is not available

Minimum Qualifications:

• 2 years previous helpdesk or customer support experience

• Knowledge of Microsoft Office 2003 and 2007 – Word, Excel, and Outlook
• Knowledge of various versions of Windows such as Windows XP and Windows Vista
• Excellent customer service skills, effective call handling and problem management
• Excellent communication skills are essential as is the ability to quickly learn new applications
• Strong problem solving and analytical skills to establish facts and detect false positives, interpret error messages and determine probable problem sources
• Ability to work as part of a team as well as independently

Preferred Qualifications:
• Experience troubleshooting hardware and software
• An in-depth understanding of TCP/IP networking and related concepts
• Experience with Windows Server 2003, XP & Vista
• Certifications (Microsoft, A+, NET+, etc…)