Help Desk Technician

Overview

Position Title:

Help Desk Technician

Reporting to: IT Manager

Department:
Information Technology

Central Power Systems & Services is a privately held company with deep roots going back to 1954.

Our Mission Statement isforging long-lasting partnerships by providing first-class customer support. We live that statement every single day. We are looking for a Help Desk Technician to help support that mission.

The Help Desk Technician is responsible for customer-centric exceptional services and support operations, which are founded on both industry and corporate standards.

The Help Desk Technician provides technical and operational guidance and to foster overall alignment with CPSS customer-centric exceptional services and support and industry best practices. This role collaborates with Project Managers, External Vendors, IT Leadership, other administrators, and various technical team members throughout IT to develop operations to support complex business needs and deliver, implement, and train the Help Desk on the solutions.

This individual will possess advanced communication and technical skills along with practical experience in multiple areas within their discipline (i.e. Support, Infrastructure, Data or Security). The Help Desk Technician is expected to manage the resolution of large and complex problems, challenges and issues that cross multiple teams and business units. The Help Desk Technician is expected to serve as a subject escalation point in several areas.

They also possess the skills needed to be able to step into many roles within their Help Desk discipline.

Process and Support (70%):

• Serve as the first point of contact for IT inquiries or customers seeking technical assistance over the phone, email or messenger.
• Provide remote troubleshooting, diagnosing and resolving technical problems related to software, hardware, and networks.
• Provide clear and concise instructions to users on how to resolve technical issues.
• Track of customer interactions and technical issues in the Service Desk ticketing solution to maintain Help Desk operational SLAs.
• Update support tickets, knowledge base articles and procedures.
• Assisting with hardware and software upgrades:
  This may include installing new software releases, updating firmware, and replacing hardware components.
• Consult vendors and other CPSS IT personnel for problem resolution.
• Work complex incidents, perform troubleshooting, administer repairs. Meet team SLAs.
• Assist with security:
  Identity access management.
• Providing training to customers:
  Training and supporting customers on how to use new software or hardware, or how to resolve common technical issues.
• Participating in team meetings:
  Attend regular team meetings to discuss current issues, share knowledge, and improve processes.
• Perform other related duties to support the mission and critical success factors of the CPSS Technology department.

• Seeks opportunity to automate, simplify and enhance Help Desk operations and processes.
• Maintains Help Desk goals and objectives to increase system efficiency.
• Actively participates in and assists with vendor contract negotiations for areas of technology expertise.
• Stays abreast of technological trends as well as how it pertains specifically to CPSS.
• Assists with strategy/roadmap and identifies and recommends new technology solutions to meet business needs.

• Leads the collaboration of requirement gathering and technology selection.
• Manages projects. Manages the successful execution of project activities on changing organizational requirements.
• Participates in the design of information and operational support systems.
• Perform analysis of current environment to identify deficiencies and opportunities for improvement; recommend solutions.

• Actively coaches' Help Desk Technicians, providing feedback, as necessary.
• Acts as a SMEs for key areas of expertise and drive key projects or ongoing support functions.
• Supports meeting agendas and expectations for the Help Desk touchpoint meetings with the Help Desk team and IT leadership.
• Provides highest tier level of customer-centric support for Help Desk issues.
• Keeping track of customer interactions and technical issues responding to incidents outside of SLAs.
• Escalating, delegating and assigning complex issues to senior administrators or Manger.
• Assist in development of objectives, standards, procedures and guidelines for the Help Desk

• Highly Competitive Pay
• Medical, Dental, Vision & Life Insurance
• 401k with company match
• Paid Time Off
• Paid Training
• Opportunity for advancement

Required

• High School Diploma, Degree in Technology, related subject, Certifications CompTIA A+, CompTIA Network+, Microsoft Certified Systems Administrator (MCSA), or equivalent experience.
• 1+ years Prior experience in a help desk or technical support role, can be an advantage.
• 1+ years' experience of hardware, software, and networking…