- Provides prompt, effective, and efficient support to end users with varying technical skill levels.
- Is responsible for maintenance of end-user hardware and software.
- Ensures that system hardware, operating systems and other software, and related procedures adhere to organizational values and company technology policies.
- Investigate, troubleshoot, document, and resolve hardware and software issues.
- Create and maintain helpdesk cases to track issue resolution, help identify support trends, and track long-term statistics.
- Configure end-user hardware, software, peripherals, etc. in accordance with existing policies and operational requirements.
- Repair and recover from hardware or software failures; coordinate and communicate with impacted users.
- Maintain user accounts in Office 365, Active Directory, and other systems as required.
- Maintain and organize equipment inventory and assist with maintaining accuracy of asset tracking database.
- Maintain and expand helpdesk knowledgebase articles.
- Assist with deployment of hardware upgrades and software updates.
- Assist with policy and procedure auditing to improve accuracy and efficiency.
- Various other tasks as required by business needs.
- Bachelor's degree with a technical major or equivalent, proven experience.
- At least one year of proven helpdesk and/or desktop support experience.
- Proficiency with Microsoft operating systems: Windows 10, Windows 8.1, and Windows 7.
- Proficiency with Microsoft Office suite.
- Familiarity with Microsoft Windows Server 2008 and 2012.
- Familiarity with Mac OS X.
- Familiarity with Apple iOS and Android operating systems.
- Familiarity with hardware and software troubleshooting techniques.
- Strong ability to understand and interpret technical information and discuss it clearly and effectively, often involving terminology or concepts not familiar to end users.
- Strong teamwork skills.
- Excellent attention to detail in written communications.
- Very strong ability to troubleshoot, isolate, and resolve errors and issues.
- Strong ability to use internal and external resources to resolve support issues.
- Ability to analyze data and determine best path to issue resolution.
- Ability to prioritize tasks and manage time effectively.
- Ability to work at a desk in an open office environment for long periods of time.
- Ability to work in cramped or confined environments for short to moderate periods of time.
- Ability to work flexible hours as necessary.
- Ability to lift 50 pounds.
- Ability to travel occasionally.
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Helpdesk Technician - Birmingham, United States - Shift Digital
Description
Summary
The Helpdesk Technician:
Functions
Helpdesk Technician functions can be grouped as follows:
End-user Support, 75%
Maintenance, 15%
Miscellaneous, 10%
Knowledge and skills
Shift Digital is willing to train the right candidate to continually expand and enhance his or her skill set. The minimum requirements for a Helpdesk Technician are:
Education and Experience:
Skills:
Communication:
Problem solving and decision making:
Working conditions and physical requirements
In general, the Shift Digital's Helpdesk Technician will work regular business hours in a casual office environment. A fully qualified candidate will meet the requirements below, with reasonable accommodation.
EOE
