Helpdesk Technician

SUMMARY

This IT helpdesk role is the first-line support person for IT at Upper Deck. This position involves onsite and remote troubleshooting of user computers issues. The ideal candidate is proficient in troubleshooting hardware and software issues and has through knowledge of Windows and Mac operating systems, basic networking, Microsoft software packages, web technologies. This position requires string attention to details and communications skill set.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Experience troubleshooting Mac and Windows operating systems.

• Provide first-line support for IT issues reported by users.

• Triage all help desk tickets and respond / escalation of tickets as required.

• Responsible for tickets involving issues and errors, new hire setup and equipment deployment.

• Provide on site and remote support via phone on / or remote session.

• Perform timely updates for workstation hardware and software upgrades as required.

• Solid understanding of and ability to install, configure and test workstation hardware including video cards, NICs, hard drives.

• Must be able to work independently and be a quick learner.

• Works in conjunction with IT Department to analyze and resolve problems associated with technical applications and recommends solutions for changing needs.

• Perform post-resolution follow up and document resolution.

• Performs other related duties as assigned.

INTERACTION

This position will closely interact with the IT Director, IT team members, project stake holders and internal /external project resources.

EDUCATION/YEARS EXPERIENCE

• A+ certification is preferred.

• 2+ years in troubleshooting computer hardware and software issues.

• Knowledge of Microsoft technologies such as Office, Active Directory, servers.

• Knowledge of networking technologies such as IP, DNS, DHCP.

• Familiar with computer hardware and software.

KNOWLEDGE, SKILLS AND ABILITIES

• Strong Problem-solving.

• Ability to work independently as well as in a team.

• Ability to convey technical information in non-technical terms multi-task, and prioritize and manage time effectively while also ensuring accuracy of work through attention to detail

• Knowledge of informational technology disciplines, e.g., software applications and interfaces, production operations, quality assurance and systems management, etc.

• Exceptional customer service orientation.

• Ability to absorb and retain information quickly.

• Excellent communication and organizational skills as well as the ability to work as part of a team

• A high degree of confidentiality required.

• Ability to work in a fast paced, always changing environment.

• Ability to juggle multiple projects, tasks and issues.

Other details

• Pay Type Hourly

• Min Hiring Rate $26.00

• Max Hiring Rate $28.00

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• Carlsbad, 5830 El Camino Real, Carlsbad, California, United States of America