Help Desk Technician

Summary:
As a Help Desk Technician, you will be the first line of defense for the IT Department answering phones and fielding tickets. You will be handling inbound IT support requests from all levels of the organization. This includes user account management, workstation support and deployment, basic network troubleshooting, and application support for a variety of applications. You will be expected to contribute to the continuous improvement of the IT infrastructure and operations. This includes advancing your personal competencies and IT skills through provided training as well as mentoring by senior team members.

Primary Functions:

• Receive service requests via ticket, phone, and email, perform services and tasks according to procedures, and escalate where necessary
• Provision and deploy new workstations and laptops to IU staff
• Participate in hardware refreshes for existing workstations and mobile devices
• Help maintain internal IT documentation and employee self-help wiki
• Assist with the setting up and troubleshooting of AV equipment in conference rooms
• Perform intermediate-level troubleshooting on MS Office, Windows devices, and basic networking.
• Perform hardware maintenance on desktops, printers, projectors, mobile devices and other networked hardware
• Help maintain inventory of all equipment and software as well as document internal procedures
• Participate in resolving critical issues that may arise, or planned maintenance after-hours.
• Other duties as may be assigned
• Maintain a valid state driver’s license and ability to drive without advanced notice

Qualifications:

• Associates in technology or 2 years of technology experience.
• Problem-solving
• Ability to successfully interact with other IT professionals and end-users
• Verbal and written communication skills
• Knowledge of Windows and Mac operating systems.
• Basic systems knowledge (Active Directory, Microsoft 365/Azure, Google Workspace,)
• Basic knowledge of desktop hardware and software systems
• Phone Soft skills
• Punctual and reliable
• Ability to lift equipment that may weigh up to 50 pounds