Help Desk Technician

Company: ACCESS
Location: Dearborn
Posted on: May 22, 2023

Job Description:

Job Title: Help Desk Technician

Job Summary: Under limited supervision, the Help Desk Technician uses skills gained through training and experience to provide direct end-user support to resolve any technical issues encountered. Assists users in resolving IT related problems through discussion and diagnosis and takes the necessary steps to remedy the problem. Serves as first level of support and escalates problems requiring specialized intervention to a higher level.

Essential Duties and Responsibilities:

• Monitor IT support queues from customers in need of IT technical support and keep open tickets to a minimum
• Troubleshoot endpoints such as: printers, fax machines, telephones, mobile devices, traditional and non-traditional workstations
• Replenish printer consumables as required
• Monitor PC equipment flow within facility so PC equipment is re-utilized
• Provide support, installation of hardware/software and recommendations on PC platform
• Set-up and operate various audio/visual related technologies for organization's events
• Discuss with users the best practices for PC maintenance and performance
• Run cable to facilitate the addition of network drops
• Provide tutorials to end-users in need of assistance in regard to applications supported by the organization
• Maintain currency in IT technical support techniques
• Operate standard office equipment and use required software applications
• Perform other duties and responsibilities as assigned
  Knowledge, Skills and Abilities:
  
  Knowledge of:
  
  • Windows 10 OS and Microsoft Office required
  • Presentation and event hardware, including, but not limited to: projectors, wired and wireless microphones, and audio mixers is desirable.
    Skill in:
    
    • Troubleshooting computer hardware and software related issues
    • Using and troubleshooting issues with print/copy hardware, projectors, and audio/visual related hardware
    • Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office
      Ability to:
      
      • Partner with other functional areas to accomplish objectives
      • Gather information, identify linkages and trends and apply findings to assignments
      • Interpret and apply policies and identify and recommend changes as appropriate
      • Organize and prioritize multiple tasks and meet deadlines
      • Communicate effectively, both orally and in writing
      • Work independently as well as collaboratively within a team environment
      • Provide a high level of customer service
      • Establish and maintain effective working relationships at all levels of the organization
        Educational/Previous Experience Requirements:
        
        • Minimum Degree Required:
          • Associate degree or 60 credit hours from an accredited university/college
          • Required Disciplines:
            • Information Technology or a related field
              -and-
              
              • At least two years working experience in a corporate environment or any equivalent combination of experience, education and/or training approved by Human Resources
                Licenses/Certifications:
                
                • Licenses/Certifications Required at Date of Hire:
                  • None
                    Working Conditions:
                    
                    Hours: Normal business hours, some additional hours may be required
                    
                    Travel Required: Local travel, up to 60%
                    
                    Working Environment: Climate controlled office

Keywords: ACCESS, Dearborn , Help Desk Technician, Professions , Dearborn, Michigan