Help Desk Technician I

The Help Desk Technician L1 is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. Also, referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. The primary goal of this person is to provide great service to internal customers by solving problems & fixing issues quickly. Help Desk Technicians are often individuals who can think on their feet, be empathetic to others’ problems and show resolve in examining a computer issue in order to deliver a satisfactory solution.

What you’ll be doing:

· Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IT department.

· First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues).

· Configures, installs, and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees

· Troubleshoot and offer viable solutions to various hardware and software problems

· Handle routine and basic technical issues that can be fixed in the course of a phone call.

· Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.

· Collaborate with team members and manager as needed to escalate and fix ongoing issues.

· Responsible for installing and testing systems and software inherent to in-house computer operations.

· Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.

· Document incoming calls & record specific issues to identify ongoing issues or patterns.

· Create manuals to address specific problems for future reference.

· Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.

· Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.

· Stays abreast of new and emerging information technologies as well as current trends.

· Provides emergency on-call support, as needed.

· Other duties as assigned.

· 1-2+ years of related experience.

· Customer service experience.

· Familiar with hardware, operating systems, networks, virus software/firewalls and routers. Familiar with upgrades, installations and common technical issues that can arise in Windows, mobile applications, etc.

· Ability to make decisions quickly with limited information and solve problems.

· Ability to read and understand complex manuals & terminology.

· Understanding of hardware & software.

· Excellent communication skills

· Keen Attention to detail.

· Ability to recognize patterns.

· Ability to diagnose and resolve complex computer/software technical issues.

Bonus Points:

· Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program., · Associate or Bachelor’s degree highly preferred.