Tier 1 Help Desk Technician

Under general supervision, the Help Desk Technician is responsible for monitoring and maintaining end-user workstations and productivity on local area networks. The Help Desk Technician is also responsible for maintenance, software installation, end-user support, including training to ensure end-user workstations and network performance meet association and user requirements., 1. Administers end-user workstations and supports end-user activities on a primarily Microsoft Windows-based local area network (LAN).

1. Provides support to staff on all supported applications.
2. Troubleshoots computer problems, determines source and advises on appropriate action.
3. Investigates technology related issues, identifies their source; tests and implements solutions.
4. Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
5. Performs and/or oversees software and application installation and upgrades.
6. Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
7. Maintains confidentiality of all information being processed, stored or accessed by the end-users on the network.
8. Provides computer orientation to new and existing employees.
9. Configures and deploys new computer equipment.
10. Maintains inventory of company-owned and leased computer equipment.
11. Performs responsibilities in accordance with all association standards, policies and procedures.
12. Records, tracks, and documents the help desk requests including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

1. Bachelor’s degree from an accredited college or university in Information Systems, Information Technology or a related field.
2. Knowledge of computers and/or network security systems, applications, procedures and techniques.
3. Knowledge of network protocols (such as DNS, SMTP and TCP/IP)

Skills:

1. Ability to install, configure and maintain personal computers, networks and related hardware and software.
2. Ability to identify and resolve computer system malfunctions and operations problems.
3. Excellent analytical and problem-solving skills.
4. Ability to communicate technical information to non-technical personnel.
5. Ability to organize resources and establish priorities.
6. Ability to learn and support new systems.
7. excellent verbal, written and interpersonal communication skills

Experience:

1. 1-2 years of progressively responsible help desk and customer service experience (required).
2. 2-4 years of networking or equivalent applicable work experience (required).
3. Experience supporting Office 365.
4. Experience with helpdesk ticketing systems.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.