IT Help Desk Technician

JOB SUMMARY

The IT Help Desk Technician provides technical assistance and support for incoming requests and issues related to computer systems, software, and hardware. Respond to requests either in person or over the phone. Respond to email messages for customers seeking technical assistance. Install, modify, and repair computer hardware and software. Troubleshooting problems through diagnostic tests and remote access to their computers. This position in an on-site support role based out of the Lexington office. *This position does not offer per diem or any relocation expenses. 

DUTIES AND RESPONSIBILTIES OF THE JOB

·  Serves as the first point of contact for support tickets submitted to IT ticketing system. Monitors and escalates support tickets as needed.

·  Provides technical assistance and respond to queries in person, by chat, email, or phone.

·  Training other staff members on troubleshooting and diagnosing problems

·  Writing, editing, and revising training procedures for new and updated software and hardware

·  Provides technical assistance for questions and problems

·  Resolves problems with networks and other computer systems

·  Diagnoses system errors and other issues

·  Follows up with customers to ensure full resolution of issues

·  Researches and analyzes common complaints and problems.

·  Installs or changes software to fix issues

·  Remotely accessing hardware or software for employees to make changes and fix problems

·  Image and configure new hire laptops with required software/hardware specifications

·   Setup workstations/equipment for all new hires

·   Conducts annual inventory of all IT related assets (including but not limited to: laptops, monitors, etc.)

·   Organizes and maintains Server Room and IT storage rooms

·   Performs Meeting and teleconference setup including TEAMs support, Zoom or

·   Assists other IT staff as needed

·   Performs other duties as assigned

OTHER SKILLS AND ABILITIES

·  Ability to work independently, as well as part of a team in an office setting

·  Must be prompt, reliable, have a sense of urgency, quick-thinking, problem-solving

·  Strong computer skills and the ability to troubleshoot and diagnose problems

·  Experience with Network repairs and analysis

·  Provide excellent customer service

·  Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience

·  Writing and editing skills to aid in writing and updating manuals

·  Education in computer repairs and how to troubleshoot problems

·  Specific knowledge of other required computer systems for different work environments.

·  Ability to communicate and work with executive management

·  Some after-hours or weekend work may be required

·  Ability to multi-task

·  Provides organizational and time management skills

EXPERIENCE REQUIREMENTS

·  1-2 years’ experience in similar role

·  Familiarity with both PC and Mac Hardware (iphone/ipad) and Software (not required but preferred)

·  Good understanding of computer systems, mobile devices, and other tech products

·   Proven experience as help desk technician or other customer support role

·  Excellent communication skills

EDUCATION REQUIREMENTS

· High school Diploma or equivalent

·  2-year college degree in computer science or related field, preferred

PHYSICAL REQUIREMENT ESSENTIAL TO PERFORM THE FUNCTIONS OF THE JOB

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May be required to lift up to 30 lbs. If object is over 30 lbs. you are required to have written permission from your supervisor prior to lifting or moving the object.
• Frequent use of auditory, verbal and visual capabilities in order to adequately communicate via phone, computer and in person.
• Frequent sitting for extended periods of time to carry out administrative functions.
• Frequent concentration for extended periods of time, paying attention to detail to analyze information.
• Frequent use of hands to operate the computer or office equipment.

*This position is on-site and located in Lexington, KY. No relocation available at this time. 

Please note, we are not accepting inquiries or candidates from third party staffing agencies at this time. 

EnSiteUSA is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, disability, age or veteran status.