Help Desk Technician

Position Summary:

Assist with the operation and maintenance of the information and communication systems of the cooperative by providing desktop support and coordinating with outside personnel when necessary. Identify, analyze, and solve technical issues, facilitate software migration, and provide training for other cooperative personnel.

Essential Duties and Responsibilities:

1. Provide first-level computer support to users by troubleshooting applications, hardware, endpoint, and user issues.
2. Perform all in-house and remote computer support, including all upgrades, training, maintenance, and user education.
3. Assist with the implementation of new computer software and hardware.
4. On-call during non-business hours for systems support.
5. Maintain confidentiality of stored data; as well as requests for data from management, to include payroll and human resources information.
6. Troubleshoot voice phone issues on a VOIP system.
7. Set up, manage, and troubleshoot all mobile device issues and keep informed on new applications and technologies to make recommendations.
8. Work with the IT Manager to stay current with changes, upgrades, and the basic use of all systems.
9. Assist with the training and other services relating to the help desk function.
10. Assist with the resolution of problems and end-user questions regarding technologies used by the Cooperative.
11. Monitor workstation virus control.
12. Monitor DHCP server.
13. Maintain air filter system in the server room.
14. Ensure adherence to company policies, practices, and procedures.
15. Perform other miscellaneous job duties as assigned.

Education:

Associate degree in computer science or a related field is required. Bachelor’s degree in computer science, information technology, or computer information systems is preferred. Continuing education in computer hardware and software applications is preferred.

Experience:

A minimum of two years of prior experience in a computer support role, including help disk, PC, and hardware installation and repair is required.

Job Knowledge:

Knowledge of Office 365 and other Microsoft applications is required. Must possess knowledge of communication and networking systems, protocols, software, and hardware. Prior experience in project management and the maintenance and utilization of backups is preferred.

Abilities and Skills:

1. Effective analytical, problem-solving, and research skills required.
2. Must have strong interpersonal and communication skills, with the ability to express technical information clearly and simply while working closely with other personnel.
3. Must be able to communicate with outside vendors on technical planning and reporting.
4. Must be able to maintain confidentiality.
5. Must possess strong organizational skills, with the ability to perform multiple tasks simultaneously and meet required deadlines.

Working Environment:

This position requires working most of the time inside an office building with normal office conditions. Must have the ability to perform repetitive motions and possess manual dexterity for duties such as dialing and keyboarding. Frequent physical activity includes sitting, standing, walking, stooping, bending, reaching, crawling, lifting, and carrying computer equipment under fifty (50) pounds, as necessary without external assistance of personnel or mechanical aids. The position occasionally requires travel both inside and outside the Cooperative’s service territory. Overtime and/or on-call duty may be required outside of normal business hours and during emergencies.