Support Desk Technician - Jermyn, United States - Hwi

Hwi Jermyn, United States

3 weeks ago

Description

Job Description

Summary

The Support Desk Technician provides professional technical support for issues involving end-user devices, accounts and connectivity (data and voice). The Support Desk Technician documents, troubleshoots and resolves of all level 1 and level 2 support request and ticket operations while referring level 3 support issues onto other IT team members.

Job Duties

Completing level 1 and level 2 technical support operations for incoming tickets
Administering all end-user equipment operations including inventory management, configuration, deployment and support (PCs, Printers, Desk Phones and Phone System, Cell Phones, and A/V equipment), software and software license administration
Administering account operations including creation, configuration and audit of network and system-specific accounts
Administering support request operations including creating, categorizing, prioritizing, documenting, distributing, and processing support tickets
Performing project-based tasks associated with developing new processes and procedures to support business requirements
Performing end-user training for general device, network, business systems and PC software
Supporting the HarbisonWalker Business System (HBS) including 5S by identifying and implementing opportunities for continuous process improvement as metrics warrant

Qualifications

A.S. degree in Computer Science, Information Systems, Software Engineering, or related field
Requires in-depth knowledge of MS Office products
Requires in-depth knowledge of computer hardware and peripheral devices, imaging techniques, desktop and server operating systems, and demonstrated ability using a ticketing system
Requires in-depth knowledge of Microsoft Active Directory is required
Requires strong analytical, interpersonal and communications skills and the ability to work effectively in a team environment
The Support Desk Technician requires two (2) - four (4) years of experience in a technical support position within a mid to large size company, with hands on responsibilities for end-user device and account support utilizing specific support requests processes and ticketing systems.

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