Help Desk Technician

• Serve as the single point of contact for end-user support - receiving, prioritizing, documenting, and resolving help requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction.
• Provide Tier 1 and Tier 2 technical support and end-user training in person, remotely, and by phone, using diagnostic and remote-support tools.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating system and application deployment.
• Support Microsoft 365 services at the user level - including Outlook / Exchange Online, Teams, OneDrive, and SharePoint - and assist with user account provisioning, changes, and deprovisioning.
• Support identity and access management on the company’s single sign-on (SSO) and multi-factor authentication (MFA) platform (Okta), including password resets and MFA enrollment and troubleshooting.
• Configure, test, and support smartphones and tablets, including company email access, connectivity, and corporate mobile applications.
• Install and update software and endpoint security agents (Carbon Black EDR), and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast).
• Maintain an accurate inventory of computers, monitors, peripherals, and IT assets, and document equipment failure, repair, installation, and removal in the asset-management system.
• Troubleshoot laser and label printers and other peripherals; identify issues and repair or replace parts as needed.
• Verify that physical desktop connections (e.g., RJ-45 Ethernet jacks, VoIP handsets, and cabling between endpoints and network equipment) are in proper working order.
• Perform preventive maintenance, including inspection and cleaning of workstations, printers, and peripherals.
• Collaborate with network and systems administrators to ensure efficient, secure operation of the desktop computing environment.
• Assist in developing long-term strategies and capacity planning for future endpoint hardware, software, and lifecycle needs.
• Maintain support documentation and knowledge-base articles for common issues and standard procedures.
• Other duties as assigned., * Response and resolution time against help desk service-level targets.
• First-contact resolution rate.
• Problem resolution quality and end-user (customer) satisfaction.
• Accuracy and completeness of ticket and asset documentation.
• Adherence to standard operating procedures and IT security policies.

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

• Associate’s degree in computer science or a related field, trade or technical school certification, and/or 1-2 years of equivalent experience.
• CompTIA A+ or a comparable entry-level IT certification preferred.
• Working knowledge of current Microsoft Windows desktop operating systems (Windows 11) and Microsoft 365 cloud productivity applications.
• Familiarity with macOS and Linux desktop environments are a plus.
• Working technical knowledge of PC and laptop hardware, wireless connectivity, and common network protocols and standards.
• Experience using an IT ticketing / help desk system and remote-support tools.
• Familiarity supporting endpoint security (EDR), single sign-on / MFA, and email-security platforms - such as Carbon Black, Okta, and Mimecast - a plus.
• Hands-on hardware troubleshooting experience preferred.
• Good interpersonal, written, and verbal communication skills, including the ability to present technical ideas in user-friendly language.
• Ability to research technical and networking issues and products as required.
• Strong analytical and problem-solving abilities with attention to detail.
• Self-motivated, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to operate tools, components, and peripheral accessories.
• Ability to work seated or standing for long periods of time.
• Ability to lift up to 50 lbs. on occasion.