Job Title
IT Helpdesk I
FLSA Classification
Non-Exempt
Salary Grade/Level/Family/Range
$23.04 - $27.47 / hour
Reports to
Director IT/IS
Date
August 2022
JOB DESCRIPTION
Summary/objective
We are seeking a tech savvy Tier 1 helpdesk candidate with a good understanding of computer systems, mobile devices, and other tech products. Provide fast and useful technical assistance on computer systems to internal and external customers. Answer questions on basic technical issues and offer solutions.
Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Serve as the first point of contact for customers seeking technical assistance in person, over the phone or email.
Install, modify, and repair computer hardware and software.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Update & Create end user documentation for common processes or procedures.
Works alone, with maintenance, or with vendors to maintain or improve facilities.
Competencies
Customer Oriented, Strong written & spoken communication skills.
Ability to diagnose and resolve basic technical issues.
Experience in Microsoft Windows & Office environment
Analytical thinking & problem solving
Supervisory responsibilities
None
Work environment - Must work in an office location primarily with duties occasionally assigned on the manufacturing floor or outside.
Physical demands
Must be able to lift and carry 50 lbs., bend, squat, twist, walk, crawl, and stand.
Travel required
None Required education and experience Bachelors in Computer Science, Computer Information Systems, or related fields. Preferred education and experience CompTIA, Microsoft, or Networking certifications Experience programming in C# or similar object-oriented languages. Knowledge of SQL reporting or analytical scripting Experience with customer service/support
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.