Helpdesk Technician

Duties shall include, but may not be limited to:

• Configures and installs software for IT users' desktops and laptops;
• Installation and rollout of new software packages;
• Upgrades and new desktop hardware;
• Maintains desktop software and hardware;
• Supports mobile workforce;
• Provides Tier 1 and 2 support to IT users, local and remote, for basic software and hardware of end-user computing and desktop-based LAN systems;
• Troubleshoots common IT problems with or without established guides;
• Escalates to Tier 3 support when necessary;
• Documents problems and resolutions;
• Participates in the testing and evaluation of new desktop packages and implements prototypes.

• IT Staff Augmentation services to increase the efficiency of the Department's technical Help Desk.
• Use of the Department's ticket management system to include detailed documentation of all required fields for each ticket assigned.
• Installing, configuring, and maintaining computer systems, networks, and servers.
• Responding to technical support request from end-users, telephonically and via ticket management system.
• Providing technical support for software and hardware issues.
• Collaborating with IT staff to identify and resolve technical problems.
• Documenting systems and processes.
• Performing software upgrades and patches.
• Knowledge and operation of IT management applications and software such as Active Directory (On-Premise and Azure Cloud), SCCM, Cortex, Solar Winds, PDQ, O365, and Microsoft Exchange.
• Learn and provide user level and Tier 1 support for document and workflow management software and applications.