Dimensional Thinking, LLC
Help Desk Technician
The Help Desk Technician s role is to ensure proper computer operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The Technician is responsible for providing onsite/deskside and remote technical support and analysis on various aspects of end user systems. These systems and responsibilities include but are not limited to support of technology hardware (desktops, laptops, etc.), virtual desktops (VM/VDI), software, mobile devices, printing, faxing and video conferencing.
- Respond to incoming support desk phone calls, web alerts (Solar Winds), incident tickets and emails from end-users to diagnose and resolve hardware, software, network, and telecommunications issues in a considerate, expeditious and courteous manner.
- Build rapport and elicit problem details from help desk customers. As the face of IT and the primary point of interaction between end users and the IT organization, always portray a positive and caring persona to user s issues and concerns.
- Prioritize and schedule incidents to adhere to company SLA s.
- Escalate problems (when required) to the appropriate experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution within the ticketing system.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, and configuring systems and applications.
- Respond to requests related to personal mobile devices (BYOD) as required.
- Assist users with requests related to video conference, WiFi and audio-visual support for meetings and internal events.
- Utilize all technical resources to research problem resolutions, resourcefully consult knowledge bases, web sites, technical documents or other resources to find solutions to unresolved technical problems and stay updated on technology changes or problems.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users.
- College diploma or university degree in the field of computer science and/or a minimum of 3-5 years equivalent work experience in an enterprise environment.
- A+, Network+ or MCP certification are a plus.
- Experience working in a team-oriented, collaborative environment.
- Thorough understanding of Windows 7/10 and server operating systems.
- Knowledge of computer hardware troubleshooting and repair.
- Experience with office automation applications, specifically Microsoft Office, Adobe Acrobat and web browsers.
- Good understanding of active directory, group policy, VOIP, networking, VMware and virtual infrastructure.
- Experience with the setup and configuration of workstations (hardware and software), printers, and copiers.
- Knowledge of programming languages, including PowerShell and SQL is a plus.
- Familiar with Audio Visual technologies and support.
- Experience with mobile computing devices, including Apple and Android related products.
- Familiar with network topologies, protocols, and devices.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Maintain office hardware and software inventories.
- Ability to conduct research into a wide range of computing issues as required.
- Capacity to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Sitting for extended periods of time.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- On call responsibilities as assigned by the Help Desk Supervisor (or Director of IT).