Help Desk Technician

Overview

The Help Desk Technician provides Tier 1 level support and assists with Tier 2 support as designated by the Executive Director of IT. This position is primarily responsible for desktop and laptop support for internal staff and is expected to provide exceptional customer service. This position serves as the primary point of contact for after-hours support on staff computers and end-user systems.

Professional Expectations:

• Reliable, responsible, and professional demeanor
• Strong customer service, problem-solving and analytical skills
• Familiarity with AI tools/systems
• Excellent verbal and written communications skills to communicate technical guidance and instruction to users on the use of Adams Systems
• Ability to work under time constraints, including handling several complicated tasks in a relatively short period of time
• Identify, analyze, research, diagnose and resolve technical problems for Windows based workstations, smartphones, tablets, and printers

• Provide helpdesk support for staff computers and peripherals.
• Perform basic network troubleshooting.
• Provide computer support in accordance with Adams and Associates IT Standard Operating Procedures (SOPs).
• Provide support for desktop and laptop hardware, software, printers, and telephony devices.
• Track, respond to, resolve, and document customer requests and issues in the help desk system (Zendesk).
• Communicate proactively with end users about the status of help desk requests.
• Provide backup IT support for Center locations as assigned by IT Management.
• Provide technical support for projects assigned by IT Management.
• Coordinate with IT vendors and contractors to troubleshoot issues and maintain the availability and stability of externally managed environments.
• Travel occasionally to remote locations to support contract transitions, provide backup assistance, or perform IT assessments.
• Various administrative tasks and other duties as assigned.

Four-year degree from an accredited institution

OR

• Two or more years of helpdesk support experience in a professional office environment
• Experience supporting and maintaining Windows-based systems and software
• Required support experience:
• Operating Systems:
  Windows 11
• Desktop Applications:
  Microsoft Office, Adobe Acrobat DC
• Additional helpful experience:
• Server Applications:
  Acumatica, SQL Server
• Server Administration: DNS, DHCP, File and Print Shares, Remote Desktop Services
• User Administration:
  Active Directory, MS365
• SaaS Applications:
  Zendesk, Azure, Microsoft 365, Sophos A/V, Webex, NinjaRMM
• Network:
  Meraki, Uni Fi, Site-to-site VPNs, Client VPNs
• Security: MFA, Phishing, Encryption, LAPS, Bit Locker