help desk technician – us

Business Technology Help Desk Technician

Primary Purpose

Under the general supervision of the Business Technology Manager, provides technical
assistance and support to end users of the Company’s computer network systems to resolve
basic computer software and hardware issues; and assists in maintaining the proper functioning
of the computer network systems.

Essential Functions
Assists Company employees with business technology related questions in person,

electronically, and by telephone, providing primary technical support to end users.

Diagnoses and resolves computing related issues.

Stays current with technological trends.

Develop and maintain a professional level of proficiency with Business Technology and the
Company’s specific systems and technologies.

Identifies computer-related situations requiring urgent attention and reports to the Business
Technology Manager, capturing and documenting the details of an issue and
troubleshooting steps taken in order to document the identification and resolution of the
issues.

Works independently to research and resolve complex technical issues.

Recommends individual educational opportunities related to the use of the Company’s
computer network systems for the purpose of maximizing employees’ proficiency and
productivity.

Provides one-on-one and group training sessions with employees.

Develop and maintain knowledge of Company BT functions, software, hardware and other
computer network information.

Configures new desktops and laptops for users; provides regular ongoing maintenance of all
desktops and laptops

Maintain inventory control asset management of computer equipment.

Provide support and maintenance for the use of printers.

Provide basic network troubleshooting and maintenance.

Provides Active Directory support.

Additional Duties
Performs other related duties, as assigned, for the purpose of ensuring the efficient and

effective functioning of the Business Technology Department or other company goals and
objectives.

FM 7.2-92A Original

Note: The above description is illustrative of tasks and responsibilities. It is not
meant to be all inclusive of every task or responsibility.

Equipment

Uses standard office equipment such as personal computer, printer/scanner/copier, and
headset.

Work Schedules

Twelve months per year, standard work schedule as needed to successfully meet individual
and department goals and objectives, and meet employee and client needs, including a
reasonable amount of overtime as necessary.

Knowledge, Skills and Abilities

Knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) and Office 365 Enterprise
applications.

General knowledge of current PC and MAC hardware and software.

Knowledge of sound practices in network troubleshooting.

Ability to problem-solve and prioritize a variety of support questions and user needs.

Organization, administrative and time management skills.

Excellent verbal and written communication skills; Ability to report work orally or in writing to
supervisor as required.

Excellent customer service skills, including ability to communicate clearly with individuals at
all levels of computer proficiency.

Positive interpersonal skills, including the ability to establish and maintain cooperative,
courteous working relationships with others.

Ability to carry out instructions furnished in written or oral form, and to work with minimum
supervision.

Ability to work with a diverse group of individuals.

Ability to maintain confidentiality of information regarding company financial and other
information.

Ability to establish and maintain cooperative working relationships with others contacted in
the course of work.

Teamwork and consensus-building skills.

Physical and Mental Demands, Work Hazards

Works in standard office building environments.

See the Summary of Physical, Sensory and Environmental Requirements Needed to Perform
Essential Job Duties for this position.

FM 7.2-92A Original

Qualification Profile
Any combination of education and experience providing the required skill and knowledge for
successful performance would be qualifying. Typical qualifications would be equivalent to:

High School Diploma. Associates Degree or Bachelor’s degree in related field preferred.
Related training and coursework in computer hardware and software applications.

Minimum one to three years successful experience working with currently supported
Microsoft Windows Operating Systems and Applications.

CompTIA A+ Certification strongly preferred.

MAC OS and applications experience a plus.

FLSA Status: Non Exempt
Date: 03/2017

FM 7.2-92A Original