Helpdesk Technician

Helpdesk Technician

General Summary

The Helpdesk Technician focuses on providing user-focused computer/technical support to onsite and field employees’ desktop, laptop, tablet, and digital phone systems in an efficient and effective manner including break/fix service, operating system and application loading, application configurations, user settings and other Helpdesk administrative duties.

Basic Responsibilities

• Provide front-line/first-level user support in PC/Apple iPad/Apple & Android Phone environment to office and field users
• Respond to requests and assist in troubleshooting and resolving issues via phone, email and in-person
• Walk internal customers through problem solving process, follow up, provide feedback and ensure problems are handled through resolution
• Research and resolve end user and production equipment hardware and software problems utilizing other IT staff and outside vendors as needed
• Become familiar with company software solutions including ERP (Spectrum), construction management tools, HeavyJob & HeavyBid, Quickbooks, etc.
• Perform workstation setups including various OS installs and configurations, setting up user profiles, phone and printer deployments in accordance with company standards
• Record, track, and escalate cases through the NWC established tracking system (Spiceworks); initiation thru closure
• Maintain company efforts in identifying and implementing the latest in security solutions for antivirus, email filtering, web content filtering, encryption, and mobile device management
• Troubleshoot basic server and network issues including boot/restart servicers/network devices and perform similar technical network services of low technical complexity
• Participate as contributing member of IT team in recommending procedure modifications and improvements
• Maintain an inventory list of all IT assests (Laptops, Desktops, other hardware, etc.)
• Perform other miscellaneous duties as required

Competencies & Skills

Information Technology- Has the functional and technical knowledge and skill sufficient to provide effective user support including

• Knowledge of Windows 7/8/10/ OS X Desktop Operating Systems
• Knowledge of Microsoft Office 365
• Basic knowledge of Microsoft Active Directory
• Computer Hardware knowledge including network devices, printers, scanners, telephones, switches, wireless access points and mobile devices.
• Computer database skills sufficient to track, maintain and report relevant data effectively and efficiently
• Experience with ITIL standards-based service management tools & remote support tools
• Understands business operations sufficiently to know how IT policies, programs and practices, and information impact business success

Interpersonal Skills

• Strong customer service orientation
• Manages relationships well at all levels including manager, peers, direct reports, customers, contractors and other business partners
• Communicates effectively with an open and receptive approach, flexibility and composure, listening, patience and understanding

Leadership

• Capable of influencing behaviors and actions of others through formal channels and informal network
• Strong ability to prioritize actions and decisions
• Has the ability to solve problems and make escalation decisions

Values & Ethics

• Incorporates the values necessary to promote a culture of service, quality, safety and productivity in daily actions sufficiently to be an example to employees, managers, clients and industry associates
• Adheres to company values of respect, integrity, execution and teamwork as reflected in decisions and actions
• Is widely trusted and direct and truthful in all communications, presenting the truth in an unvarnished, appropriate and helpful manner
• Admits mistakes and keeps confidences
• Enjoys working hard, is action oriented, full of energy, and not fearful of acting, but quickly seizes opportunities
• Shows respect for all employees, customers and business partners and demonstrates an awareness of personal impact on others
• Collaborates effectively and cooperatively with employees, management, clients, and other business partners, gaining trust and support of peers, solving problems with minimal noise, finding common ground, and communicating candidly

Education & Experience

Associate’s degree in IT, business administration or related field and two years’ directly related previous and progressive experience or the equivalent combination of education and experience.