Help Desk Technician I

Job purpose

The Help Desk Support utilizes product information or solution database to research, troubleshoot, and deliver solutions. Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. In addition, Help Desk Support escalates problems to appropriate levels or teams to achieve issue resolution.

Duties and responsibilities

• Provides Tier 1 technical support and services for end users
• Escalates issues to Tier 2 when appropriate
• Provides support with maintenance, configuration, and reliable operation of end-user computer systems
• Installs and upgrades computer components and software
• Provides support related to laptops, workstations, printers, and related peripherals (monitors, docking stations, keyboards, mice, webcams, etc.)
• Troubleshoots hardware and software errors by running diagnostics and documenting problems and resolutions
• Manage user account permissions and access rights
• Troubleshoot and resolve help desk tickets submitted by Store and Office Personnel
• Perform routine/scheduled security patches and service packs
• Trains staff on general applications and corporate systems
• Assist with onboarding of new users
• Perform other duties, tasks, or assignments as assigned.
• Rotating weekend morning coverage of help desk

Qualifications

• Associate's degree in computer science, information technology, business administration, or a closely related field, or equivalent experience preferred
• Basic understanding of networking
• Good knowledge of computer systems, printers, and peripherals
• Ability to deploy, configure, and support operating systems on laptops, workstations, and tablets
• Experience with Microsoft Office Suite
• Experience with Active Directory (users, security groups, distributions groups, etc.), DNS, DHCP and Print Servers
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to provide professional customer service
• Ability to prioritize tasks, stakeholders, and time
• Organized and professional demeanor
• Strong attention to details
• Positive attitude and motivation to grow professionally
• Ability to work independently or as part of a team.
• Ability and means to travel to store locations in Salt Lake, Utah, Davis and Tooele Counties

Physical requirements

This position's physical demands listed below reflect activities employees are expected to perform during each day worked.

Please choose one:

□ I have reviewed this job description and I understand all my job duties and responsibilities and I am able to perform the essential functions as outlined.

□ I am unable to perform the essential functions as outlined. I wish to seek a reasonable accommodation under the Americans with Disabilities act.

□ I am unable to perform the essential functions as outlined.

____________________________________

Print Name

____________________________________ ________________________

Signature Date

Job purpose

The Help Desk Support utilizes product information or solution database to research, troubleshoot, and deliver solutions. Responds to end-user phone, email, or chat requests for support to resolve basic computer, application, system, device, access, or performance issues. Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. In addition, Help Desk Support escalates problems to appropriate levels or teams to achieve issue resolution.

Duties and responsibilities

• Provides Tier 1 technical support and services for end users
• Escalates issues to Tier 2 when appropriate
• Provides support with maintenance, configuration, and reliable operation of end-user computer systems
• Installs and upgrades computer components and software
• Provides support related to laptops, workstations, printers, and related peripherals (monitors, docking stations, keyboards, mice, webcams, etc.)
• Troubleshoots hardware and software errors by running diagnostics and documenting problems and resolutions
• Manage user account permissions and access rights
• Troubleshoot and resolve help desk tickets submitted by Store and Office Personnel
• Perform routine/scheduled security patches and service packs
• Trains staff on general applications and corporate systems
• Assist with onboarding of new users
• Perform other duties, tasks, or assignments as assigned.
• Rotating weekend morning coverage of help desk

Qualifications

• Associate's degree in computer science, information technology, business administration, or a closely related field, or equivalent experience preferred
• Basic understanding of networking
• Good knowledge of computer systems, printers, and peripherals
• Ability to deploy, configure, and support operating systems on laptops, workstations, and tablets
• Experience with Microsoft Office Suite
• Experience with Active Directory (users, security groups, distributions groups, etc.), DNS, DHCP and Print Servers
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise
• Ability to provide professional customer service
• Ability to prioritize tasks, stakeholders, and time
• Organized and professional demeanor
• Strong attention to details
• Positive attitude and motivation to grow professionally
• Ability to work independently or as part of a team.
• Ability and means to travel to store locations in Salt Lake, Utah, Davis and Tooele Counties

Physical requirements

This position's physical demands listed below reflect activities employees are expected to perform during each day worked.

Please choose one:

X I have reviewed this job description and I understand all my job duties and responsibilities and I am able to perform the essential functions as outlined.

X I am unable to perform the essential functions as outlined. I wish to seek a reasonable accommodation under the Americans with Disabilities act.

X I am unable to perform the essential functions as outlined.

____________________________________

Print Name

____________________________________ ________________________

Signature Date