Help Desk Technician

Description

The Help Desk Technician I will be responsible for supporting and managing Updikes end user environment. The position requires the candidate to take ownership, provide technical assistance, and resolution for user issues related to Windows operating system, company software programs, hardware (desktops, laptops, monitors, mice, keyboard, servers, printers, RF guns, label printers), Bluetooth headsets, VOIP system, network including wireless access points, Cisco Any Connect VPN, Microsoft Office 365, e‑mail, distribution groups, etc.

• Installation and setup of new users: PCs/laptops, monitors, keyboard, mice, printers, Bluetooth phones, application access, etc.
• Perform/support hardware and workstation software installations for projects (e.g., Fed Ex Ship Manager, UPS World Ship).
• Provide IT support for all hardware and software.
• Assist with user/desk moves.
• Help remote users with internet and all connectivity issues.
• Manage/procure necessary hardware as required and manage assets.
• Manage Help Desk tickets using Zen Desk.
• Support all hardware used by the organization and provide basic support for business applications.
• Test Windows updates for any issues before deployment to end users.
• Other duties may be added and/or assigned as needed.

• Strong organization skills, attention to detail, positive and constructive attitude.
• Strong problem‑solving and technical skills to support/resolve business issues.
• Strong proficiency in Windows, Excel, Word, Outlook, and Office 365.
• Strong desire to learn, improve, and take charge of processes and process improvement.
• Ability to work independently with little to no guidance.
• Critical thinking: using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Complex problem solving: identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Integrity, honesty, and ethical conduct.
• Bachelor’s degree or greater in Computer Science / Information Management.
• Physical requirements:
  
  regular standing, walking, sitting, and hands to manipulate, handle, or feel objects, tools, controls, and office equipment; occasional reaching with hands and arms, stooping, kneeling, or crouching; work in open, sometimes noisy, office environment.
• Must be able to work in a team‑oriented, fast‑paced environment.
• Must be able to lift and carry 25 lbs; heavier items require assistance of a dolly and/or another person.