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Help Desk Technician

Rembrandt Foods
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The Help Desk Technician provides support to the Systems Administrator and Network Technicians, in order to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing by level of severity, documenting, elevating complex tasks to appropriate IT staff for proper completion of tasks, as well as actively resolving day-to-day end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
 
Duties and Responsibilities:
 
Strategy & Planning
  • Works with end users and department heads to identify, document and maintain required network service levels
  • Manages open task lists in order to ensure that service level agreements with end users are met
  • Updates and ensures accuracy of documentation, procedures manuals, and help sheets for network installations, including data, voice, and video systems
Acquisition & Deployment
  • Fields incoming help requests from end users via both telephone and e-mail in a courteous manner
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Builds rapport and elicit problem details from help desk customers
  • Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician
  • Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Applies diagnostic utilities to aid in troubleshooting
  • Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Identifies and learns appropriate software and hardware used and supported by the organization
  • Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, Install anti-virus software
  • Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Tests solutions to ensure problem has been adequately resolved
  • Performs post-resolution follow-ups to help requests
  • Develops help sheets and frequently asked questions lists for end users
  • Receives requests to set up new users (e.g. new hires to Rembrandt), and coordinates prompt computer ordering, software and program installation, including appropriate user set up
  • Maintains appropriate inventory level of new computers to meet corporate needs for new co-workers with supervision from Infrastructure Manager. Goal of providing fully set up computers to new Rembrandt co-workers in less than two weeks from notification. 
  • Maintains and updates Outlook contacts database as corporate directory of all co-workers, including update of email lists to reflect new employees
  • Prepares, maintains, and adheres to procedures for logging, reporting, and statistically monitoring network data
 
 
Knowledge, Skills and Abilities:
 
Formal Education & Certification
  • 2 year computer science degree preferred or work experience
  • Microsoft and Cisco certifications a plus
Knowledge & Experience
  • Working technical knowledge of network and PC operating systems
  • Extensive application support experience with Microsoft Office Suite
  • Working technical knowledge of current network hardware, protocols, and standards
  • General knowledge Microsoft Active Directory
  • Hands-on hardware troubleshooting experience
  • Knowledge of applicable data privacy practices and laws
Personal Attributes
  • Strong customer service orientation
  • Keen attention to detail
  • Strong written and oral communication skills
  • Ability to present ideas in user-friendly language
  • Good interpersonal skills
  • Ability to conduct research into networking issues and products as required
  • Independent/Self-motivated Self Starter/Team Player
  • Analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Experience working in a team-oriented, collaborative environment
  • Critical thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems