IT Help Desk Technician

This position performs IT Helpdesk support as the initial point of contact for users contacting IT for support via phone, email, and helpdesk ticketing software. The IT Helpdesk Technician provides assistance to employees in relation to using computer hardware, software, and other technology.

Major duties include:
Field incoming helpdesk tickets, E-Mail/Instant Messages, phone calls/text messages and assist users with submitting issues when necessary.
Diagnose, research, and troubleshoot user issues with hardware (computers, desk/cell phones, tablets, printer/copiers, etc.) and software applications to provide end users with solutions.
Install and configure end-user devices including computers, desk/cell phones, tablets, printers/copiers, etc.
Escalate unresolved problem tickets to other IT personnel as necessary
Document and maintain documentation of common issues within helpdesk software.
Performs related duties.

Minimum Qualifications
Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the one-year work experience in computer support related field. Working knowledge of PC hardware and support (setting up computer hardware, installing software, troubleshooting, and end user support).
Working knowledge of Windows 10 Operating System, Microsoft Office, iOS (Mobile devices)