Helpdesk - Level l

Full Time Professional Service Bureau Inc., Elk River, MN, US

Salary Range: $15.38 To $26.44 Hourly

Location:

Elk River, MN

Department: IS

FLSA Status:
Non-Exempt

Supervisor: IS Director

The IT Help Desk provides frontline technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and technology-related issues. This role serves as the primary point of contact for IT service requests, responding to incidents through phone, email, web-based systems, and in-person support. The technician is responsible for documenting and tracking support activities, escalating complex issues when appropriate, and ensuring timely resolution of user concerns to minimize business disruption.

In addition, the IT Help Desk installs, configures, maintains, and supports end-user devices and peripheral equipment; assists with hardware deployments, user administration, imaging, and inventory management; and participates in testing and evaluating hardware and software solutions. The position also contributes to system documentation, user training, reporting, and continuous improvement efforts while collaborating with technical staff and developers to support organizational technology needs.

Successful candidates demonstrate strong customer service, problem-solving, and communication skills and participate in ongoing professional development and required training programs.

• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Provide first-line analysis and response to incidents and service requests submitted by internal business users.
• Respond to and resolve user requests for assistance in person, via phone, via web, and via email.
• Interview users to gather information about issues and guide them through diagnostic procedures to determine the source of errors.
• Perform diagnostics and work with users as needed to properly document, prioritize, and queue incoming requests requiring higher-level support.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user issues, referring more complex problems to supervisors or technical staff.
• Utilize and maintain the help desk ticketing system.
• Log and track requests using the problem management database and maintain history records and related documentation.
• Install, test, and troubleshoot personal computers, thin clients, phones, and peripheral equipment.
• Perform routine support tasks such as hardware deployment and maintenance, user administration, imaging, and inventory management, leveraging supervisors or technical staff as required.
• Test software and hardware to evaluate usability and effectiveness in supporting business operations.
• Participate in the on-call rotation and respond to IT requests during and outside normal business hours.
• Prepare standard statistical reports, including help desk incident and service request reports. Assist in creating, maintaining, and delivering high-quality IT documentation and end-user training related to computers, devices, applications, communications, and associated equipment.
• Participate in and successfully complete all company-required training programs, continuing education courses, compliance training, and professional development activities.

This job has no supervisory responsibilities.

Analytical
- Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Continuous Learning
- Assess own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge
- Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology
- Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Problem Solving
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully;…