IT Help Desk Technician

Marion East
401 E De Young
Marion, IL 62959, USA

$17.13 USD to $19.69 USD
. The listed range is the estimated amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Information Technology Help Desk Technician I provides key support and technical assistance to team members at all levels. Serving as the first point of contact for team members seeking assistance, this technician performs troubleshooting, utilizes diagnostic techniques, and determines the best path toward resolution. They assist in the implementation and ongoing support of personal computers (PC) and endpoint devices, providing day-to-day support and maintaining a strong focus on efficiency, service, and documentation.

The ideal candidate for this role should have a strong customer service orientation, excellent communication and organizational skills, and a true desire to assist others with technical issues and requests. A basic understanding of Information Technology functions and motivation to develop skills and efficiencies will be critical to this technician’s success.

Overall, the Information Technology Help Desk Technician I greatly impacts the organization by providing daily support to team members throughout the company, emphasizing accuracy and efficiency, and supporting an overall team culture of improvement, respect, and service.

All employees are expected to protect the information and assets of the organization through heightened awareness of information security, cybersecurity, and risk management best practices, as well as complying with all applicable laws, regulations, and organizational policies.

• Provide Tier 1 help desk support for team members submitting service requests/incidents (e.g., Ticket requests, phone calls, etc.).
• Identify, troubleshoot, and perform diagnostics, resolving technical issues by providing appropriate solutions (e.g., software, hardware, and networking).
• Ensure team member satisfaction prior to closing tickets.
• Follow up on outstanding requests, ensuring timely resolution and exceptional service.
• Identify, prioritize, and schedule problem resolutions, escalating issues to appropriate Information Technology team members as appropriate.
• Apply and utilize diagnostic tools, software updates, drivers, knowledge bases, and FAQs to resolve reported issues.
• Assist in the deployment of software, ensuring effective communication with involved team members.
• Develop help sheets, FAQs, and knowledge base articles to assist other Information Technology team members and end users with problem resolutions.
• Create and manage team member accounts in accordance with company policies and procedures.
• Support technology equipment in conference rooms.
• Manage, monitor, and procure assets (new and existing) to ensure accurate inventory records.
• Perform preventative maintenance checks on computers, printers, and peripherals.
• Configure and deploy end user computing equipment in accordance with company best practices and standards.
• Alert members of Information Technology management to incident trends to improve problem management.
• Reinforce Service Level Agreements (SLAs) to align end-user expectations.
• Assist Compliance on an ongoing basis with camera footage.
• Participate in mentorship and development programs as appropriate.
• Assume responsibility for additional projects and tasks as assigned.

• Associate’s degree in Information Technology, relevant technical certification, or commensurate combination of education and experience required.

• Basic knowledge of the integration and interworking of various data processing functions.
• Excellent communication skills and the ability to communicate effectively, verbally and in writing, with internal and external customers at all levels.
• A positive and proactive approach to work, demonstrating enthusiasm, adaptability, and the ability to maintain composure and professionalism in stressful or adverse conditions.
• Strong critical-thinking skills and the ability to analyze potential project outcomes with the adaptability to…