IT Service Desk Technician, Level I (seasonal)

Job DescriptionJob Description

Under general supervision, provide technical software, hardware and network problem resolution to all LE computer users by performing question/problem diagnosis and guiding users through step-by-step solutions. The Help Desk Technician I is responsible for fielding all Service Desk calls tickets from LE userbase and creating the initial record of the request as necessary; resolves all Level One end-user problems over the phone or in the field; expedites Level II & III requests to senior support personnel.

Core Duties and Responsibilities:

• Identifies, diagnoses, and resolves Level I problems for users of the LE IT Services to include issues with computer software and hardware, LE network, the Internet and new computer technology
• Clearly communicates technical solutions in a user-friendly, professional manner; provides one on one end-user training as needed; provides problem resolution and support for remote end-users
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements
• Manages ticketing system queue with a focus on fast/effective delivery of service and follow up
• Contacts third-party vendors for warranty service repair
• Performs basic PC/Printer diagnostic testing; translates corrective action as necessary
• Works within asset management system and accurately updates the database
• Assists problem management team (Level III Admins) with major problems or repairs as necessary, Ex: Active Directory, Outlook, Microsoft Office, Mac OS
• Transitions more complex end-user problems to Level II support personnel
• Installs and manages patches and upgrades to client operating system software and application services
• Assists in creating materials for end-user frequently asked questions (FAQs)
• Provides users, under direction of the Service Desk Supervisor, with security access to necessary computer procedures and data
• Assists in disaster recovery activities as necessary
• Serves as a contact for after-hours/weekend support (remotely and/or in-office)
• Demonstrates flexibility with schedule to include overnight & weekends hours
• Stays current with the latest technology trends
• Regular onsite attendance is an essential function of this position
• Less than 25% travel required
• Additional duties as assigned

Position Requirements:

• Proven experience troubleshooting and resolving hardware/software/network issues
• Basic knowledge of desktop operating systems, PC hardware, MS Office, Mac OS, End Point Security, phone system support (Preferably Genesys Administrator) and experience with providing support via Service Desk ticketing system
• Demonstrated understanding of the principles and theories of network systems and management, Internet technologies and products, Active Directory, Data Center/IDF environments and electrical safety procedure
• Ability to use resources to provide problem resolution for unfamiliar software and hardware
• Must be able to sit for prolonged periods of time in front of a computer; must be able to perform physical activities, such as, but not limited to, lifting I.T. equipment (Printer, PC or monitor) bending, standing, climbing or walking
• Flexibility to be on call, including overnights & weekends, required
• A+ certification required