Helpdesk Technician I

Job-ID: 16583; Location(s): McPherson, KS 

JOB DESCRIPTION SUMMARY

Responsible for providing first line support for PC-related problems by answering questions or resolving computer related problems in person, via telephone or from a remote location.  Provides training and technical assistance to end users as needed.  Documents processes and creates knowledgebase articles used across the company.  Installs new hardware and software and reviews, monitors and upgrades existing systems.

JOB DESCRIPTION DETAILS

User Support Analysis

• Respond to telephone calls, emails and personnel requests for technical support.  Identify, research, and resolve technical problems while ensuring timely resolution and follow-up.
• Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions
• Answer basic questions or resolve basic computer problems in an expedient manner.  Provide assistance for hardware and software related problems.
• Diagnose calls to determine level of technical assistance required.  If unable to resolve problem, transfer documented issue in accordance with escalation procedures.
• Provide support for all user IT related issues.  Work with available resources to provide effective solutions, break/fix and problem resolution.
• Train users in the proper use of hardware and software as necessary.
• Documents technical and non-technical solutions and processes
• Assists in administrating Active Directory objects and accounts
• Maintains IT equipment database
• Performs SAP password resets

New Equipment Installation

• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

Other

• Attend meetings as required or assigned.
• Perform other duties as required or assigned.

Special Job Dimensions

• May be required to work on call, after hours and on weekends as needed.
• May be required to travel up to 25% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• Strong interpersonal/customer service skills
• Knowledge of computer programs including current Microsoft Operating Systems, Microsoft Office products, DameWare, Helpdesk ticketing software
• Capable of using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, Visio, Project and web-based applications.
• Excellent verbal and written communication skills
• Good organizational skills
• Ability to know your audience and communicate with all levels of the organization
• Ability to configure Outlook and solve configuration issues such as views, calendar sharing, email rules, data migration, etc.
• Ability to lift and carry computers and computer monitors (up to 35 lbs.)
• Ability to listen, assess and respond to urgent issues
• Ability to perform with superior service, reflecting a positive company image while sustaining a positive attitude with those you interact with; always going above and beyond to help others out, regardless of their position or department.
• Ability to adhere to the highest standards of quality while continuously performing at the highest possible level.
• Ability to work under the pressure of and meet deadlines.
• Ability to use discretion in the handling of confidential data.

• Demonstrated proficiency as a self-motivated professional.
• Ability to understand and adhere to proper change control policies and practices.
• Effectively operate within a multi-tasking environment.

Education, Certification/License & Work Experience

• Associates Degree in Computer Science or related discipline preferred
• 0-2 years of related experience in a Helpdesk role
• Comp TIA A+ Certification, preferred
• Microsoft MCITP: Windows 7 or Windows 10, preferred
• Microsoft Office Specialist (MOS) Certification, preferred

Equivalent combination of education and work experience may be considered.

Your contact person:

Johnathan Nuthall  -  John.Nuthall@viega.us - +1 (620) 798-9059