Help Desk Technician

Primary purpose or role of this position: Provide technical assistance and troubleshooting related to personal computer (PC) software & hardware and telecommunication services, including connectivity, to all LM and LMS employees,

subcontrators, and affiliates.

Primary responsibilities and essential functions of this position:

• Efficient, knowledgeable, and professional telephone, email, and face-to-face support of the user population to address requests. 
• Thoroughly and accurately document all activity in the organization’s trouble-ticketing system. 
• Troubleshoot issues presented in a timely and accurate fashion. 
• Provide end user training and assistance where required. 
• Collaborate with other IT support personnel for topics beyond the scope of first level support. 
• Ability to independently organize own work to meet established objectives, using discretion in performing duties.  
• Consistently provide polite, professional, and patient telephone support for a wide-range of technical support needs to a geographically dispersed user population representing widely varying levels of technical capabilities. 
• Work with end users to identify and deliver required software and hardware service via telephone, email, and in-person interaction.  
• Troubleshoot issues presented in a timely and accurate fashion.   
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and hardware, networked peripheral devices, and telecommunications services.   Perform on-site and remote analysis, diagnosis, recommendation, and implementation of corrective solutions for  complex PC issues. 
• Assist in maintaining an inventory of all computers, monitors, printers, scanners, and other peripheral equipment.   
• Maintain up-to-date knowledge of relevant software and hardware products.

Work experience required to perform job:

• Theoretical and practical knowledge of software and hardware and exposure to assisting others with needs related to the topics.
• Optional job description information

Skills and capabilities needed to perform this position:

• Professional level of language skills, mathematical skills, communication skills, reasoning ability, and computer skills necessary to perform essential functions of the job. 

Technical knowledge that is required to perform position: 

• Excellent technical knowledge of network operations and PC hardware and peripherals. 
• Comprehensive working knowledge of computer systems and commonly used software, specifically current versions of Microsoft Windows and Office suite of products.
• Capability to quickly grasp support requirements for software and processes specific to the user-operating environment.
• Microsoft Windows up to and including current version;
• Microsoft Office up to and including current version.

• AS degree and 0 to 5 years of experience or 

• HS diploma 4 years of experience

   

• Experience with a variety of Microsoft products, McAfee, Adobe Acrobat, Intel-based PC hardware, and Entrust technologies;
  
  • associated certifications desirable.
• Powershell skills a plus.

Salary : $0