Help Desk Technician

- Receive, prioritize and respond to incoming Service Desk requests in accordance with established service-level agreements (SLAs) - Utilize your comprehensive knowledge of computer hardware, software, mobile devices, printers, and other technology tools to troubleshoot, diagnose, and resolve complex issues. Provide high-quality end-user support while adhering to established operational and procedural measures - Manage user and device event tracking through global ticketing system - Collaborate closely with our esteemed executives, acting as their trusted technology advisor. Understand their unique needs and deliver solutions that enhance their productivity and effectiveness. Maintain a customer-centric approach to all interactions and foster strong relationships with the executive team - Provide technical and troubleshooting assistance related to MS Windows/Office and other desktop applications - Source computer hardware including devices, peripherals, and equipment, and coordinate approval as needed - Enroll and administer thin clients - Maintain and support office telephone systems and software, audio-visual (AV) equipment and multi-function printers - Manage user/computer/group objects within Azure and on-prem Active Directory (e.G., password resets, adds/moves/changes, folder/share permissions) - Provide limited technical and troubleshooting assistance related to the company’s critical business systems - Perform on-call duties and technical implementations/upgrades that may occur after normal business hours and on weekends as required to minimize business impact - Assist with users becoming and remaining compliant with the company’s IT security policies and minimum standards - Participate in the creation and maintenance of enterprise operations documents (i.E., policies, standards, procedures and guidelines) - Liaise with third-parties as it relates to any of the above
Requirements
Bachelor’s Degree in Computer Science, Information Systems, or other related field, or equivalent work experience preferred - One to three years of relevant experience - Self-starter who takes initiative and requires minimal supervision - Strong analytical and problem solving skills, systematic thinking, and a good understanding of technologies deployed in the IT environment - Customer focused with the ability to communicate and develop relationships with all levels of the organization - Excellent written and oral communication skills - Ability to multi task - Team mentality and the ability to work effectively with diverse stakeholders - Attention to detail - Ability to accomplish tasks by established deadlines and to use time efficiently to balance competing demands and priorities - General understanding of how IT infrastructure supports business goals and objectives - Open to traveling if necessary - HDI and ITIL Foundations Certification a plus