Help Desk Technician I, Information Technology, South Bend, IN

POSITION SUMMARY

The Help Desk Technician I role provides technical support to employees within the organization in matters related to information technology. This position provides first line phone and remote technical support and training on basic computer hardware, software, and peripherals. Solve basic technical problems with the use of technology tools (ex. knowledgebase). Works with other IT team members to resolve problems in a timely fashion. Adhere to all security policies and enforces policies related to network and technology.

RESPONSIBILITIES

• Answer help desk calls and enter support tickets

• Provide first level contact and convey resolutions to customer issues

• Provide guidance and support end-users on how to operate software and computer equipment.

• Track, route, and redirect problems to correct resources

• Walk end-users through problem solving process

• Follow up with customers, provide feedback and see problems through to resolution

• Enter, update, resolve, close, and escalate tickets

• Install and update software applications

• Create and update technical documentation

• Other miscellaneous tasks as necessary

QUALIFICATIONS

• 0-2 years of experience as an IT Technician, Help Desk Support, Customer Service, or relevant position

• Ability to prioritize tasks to meet deadlines

• Intermediate computer skills with general knowledge of software/hardware

• Working knowledge of Microsoft Office Applications (MS 365).

SKILLS

• Strong client-facing and communication skills

• Customer service orientation

• Intermediate troubleshooting and multi-tasking skills

EDUCATION/CERTIFICATIONS

High school diploma, or equivalent.

HDI certification preferred or expected to achieve within first year.

TRAVEL REQUIREMENTS

Ability to travel to other locations if needed to cover for support or needed for meetings, projects, seminars, etc.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. While performing the duties of this job, the employee is required to sit, stand, and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

EQUIPMENT

Laptop, PC, fax, phone, printer, MFD's and standard office equipment.