IT Help Desk Technician

IT Help Desk Technician

Shaw Development, LLC
• Florida, Ohio, United States

Job Title:

IT Help Desk Technician
FLSA:
Non-Exempt

Reports To:

Information Systems Manager / Information Technology Director
Job Category (EEO Description):
Administrative Support Workers
Job Code (EEO Code): 5
Job Family:
Information Systems
Affirmative Action Job Group and

Description:

5B - Administrative Support Wrkrs:
All Others

Provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Responsible for assisting with all aspects of IT including troubleshooting, training and implementation of new enhancements. Actively supports the Company’s vision and goals. Embraces and executes the 5A Gold Standard.

• Ensures that the Help Desk operates as a highly professional service that meets the needs of the company and the end users, including meeting identified SLAs.
• Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Single Point of Contact for the Help Desk and manages problem reports using our internal help desk system (JIRA).
• Responds to queries in person, either over the phone or via email for customers seeking help.
• Writes training procedures, trains computer users, and cross trains.
• Maintains daily performance of computer systems.
• Asks questions to determine nature of problem and root cause.
• Walks customer through problem‑solving process.
• Installs, modifies, and repairs computer hardware and software as needed.
• Cleans up computers and runs diagnostic programs to resolve problems.
• Follows up with customers to ensure issue has been resolved and gains feedback from customers about computer usage.
• Ensures that requests for assistance are properly logged and responded to in a timely manner and according to agreed standards and procedures.
• Provides feedback about the problems that are found during the day in order to prevent them.
• Seeks help with IT staff to resolve complex problems.
• Understands and troubleshoots IT issues the end user is having and resolves with plans to address the root cause of the issue.
• Confers with IT Team on issues and any and all other duties as requested by Management.

In daily work, a team member is responsible to maintain or exceed the degree of excellence requested by the internal and external customers of this department. This includes following established policies, following ISO 9001 & 14001 policies, regulatory compliance (i.e. NIST 800-1717), business practices, and work instructions, using problem solving techniques to solve root causes of problems, and viewing quality as customer satisfaction.

Shaw Development expects all team members to take pride in their work, in our company and appearance.

This position has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Strategic
  
  Skills:
  
  functional and technical skills, learning on the fly, problem solving.
• Operating
  
  Skills:
  
  informing, time management, managing through systems.
• Courage: standing alone.
• Energy and Drive: action oriented, drive for results.
• Organizational Positioning
  
  Skills:
  
  written communication, comfort around higher management.
• Personal and Interpersonal
  
  Skills:
  
  approachability, ethics and values, integrity and trust, understanding others (groups).

High school diploma required, associate degree and/or equivalent experience required.

• Word, Excel, PowerPoint, Outlook, and Access experience (Microsoft Office Specialist certifications a plus).
• CompTIA A+ certification required or in the process of being obtained.
• CompTIA Network+ certification a plus.
• CompTIA Security+ certification plus.
• Microsoft…