Help Desk Technician

Under broad direction, the IT Help Desk Technician II will support computer systems and users, including satellite offices, field communications locations, and field operations. Under direct supervision, respond to issues with problem recognition, research, and resolution steps. Act as first line of computer support while working with other IT staff on more complex problems.

• Responsible for providing technical support through phone, remote, in-office and onsite services during normal working hours
• Provide phone support for customers looking for guidance on using their computer systems
• Resolve tickets taken from the queue
• Identify and upscale critical events
• Install, reinstall, configure and troubleshoot Desktop operating systems, software and hardware
• Install and troubleshoot hardware and peripheral components such as monitors, keyboards and printers
• Maintain open communications with all team members to actively assist in resolving issues for clients
• Answer and respond to Ranger Help Desk Number when possible
• Maintain proper inventory of equipment assigned to end users
• Receive and upscale service requests requiring enhanced response
• Act as an escalation point for performance issues
• Occasional travel is required
• Other duties as assigned

• Vocational Training with equivalent experience in Computer Science, Networking, Computer Repair, Business Systems or other related technical fields; or 2+ years of end-user support experience or related field
• Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change
• Strong interpersonal skills are a must, as well as great organizational skills and a drive to be the best
• Strong communications skills, both oral and written
• Multiple Anti-Malware solutions, Backup solutions, Network Cabling Skills, Various forms of VPN configuration & troubleshooting, Network printer troubleshooting, Active Directory user configuration and management, Network support and administration

• Windows operating systems, Microsoft Office products, Windows 7, 8, and 10

• Must complete and pass all required pre-employment screenings

• Flexible Spending Account/Health Savings Account
• Life Insurance
• Short- and Long-Term Disability Insurance
• Employee Assistance Program
• 401(k) Retirement Plan with Employer Match