Technical Help Desk

Day to Day Responsibilities of this Position and Description of Project:
Provides IT support to end users on a variety of issues. Identifies, researches, and resolves technical problems on a limited basis. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Handles computer equipment through all stages of its lifecycle.

Essential Functions:

• Develops a strong understanding of the business and can relate problems to business impacts.
• Understands how to triage and prioritize issues and will escalate problems to management.
• Maintains a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
• Responds to alerts or emergency issues within 15 minutes during normal business hours and when on-call.
• Processes and handles requests and orders for computer equipment throughout the lifecycle of the equipment.
• Performs other duties as assigned.

Additional Responsibilities:

Candidate Experience:

• Required 1 year of experience in an IT Service Desk level 1 role (in a Windows network environment), maintaining and diagnosing client workstations, services, applications, and printers.
• Required Other Experience in no less than two of the following is required: * Windows OS * Basic Windows networks * Basic Exchange server * Citrix * Working in a Help Desk Environment * Microsoft Office Suite

Candidate Skills:

• Intermediate Demonstrated interpersonal/verbal communication skills
• Intermediate Demonstrated written communication skills
• Intermediate Other Manage basic IT process documentation. Must be able to document work and/or incidents using standard formats. Documentation must be grammatically correct, factually accurate, and appropriate to the target audience.
• Intermediate Other Provide Service Desk phone and email support as required. Resolve issues by phone or email if possible. Record all Service Desk incidents/requests in the ITSM tracking system.
• Intermediate Other Must be able to communicate technical information to management for review and approval both verbally and in writing.
• Intermediate Other Must be able to follow written and verbal instructions and adhere to policies and standards.
• Intermediate Other Install, maintain, and configure desktop and laptop computer hardware, software, and peripherals, including researching vendor documentation to resolve problems

Education Requirement:

Required A High School or GED

Education Preferred: Preferred An Associate's Degree in a related field or graduate from a technical school in information systems or information technology or related field.

Preferred A Bachelor's Degree in a related field will be considered in lieu of work experience

Software Skills Required:

• Required Intermediate Microsoft Word
• Required Intermediate Microsoft Excel
• Preferred Intermediate Microsoft Outlook

Required Certifications:

• Preferred Other At least one of the following certifications is preferred – more than one certification or advanced certifications are a plus: * A * Network * Citrix CCA * MCSA 2000 or 2003 * CCNA or CCDA * Basic Unix Administration * CompTIA Required Testing:

Job Types: Full-time, Contract

Pay: $12.00 - $14.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Tempe, AZ: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Remotely:

• Temporarily due to COVID-19