Helpdesk Technician (Tier 1 Support)

This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualifications may vary based on actual process involvement and team workload.

 

The Company

 

Our company offers a self-organized, team-based culture where participants can exercise the full range of their skills and talents, and collaborate with other motivated, enthusiastic professionals, while providing our regional client base with IT peace of mind.  All positions within our organization are designed to support our three integrated measures of success—customer satisfaction, participant satisfaction, and organizational sustainability.

 

Purpose

 

As a member of the Remote Support Team, the position aims to provide helpdesk support and remote monitoring/maintenance to our entire client base.  A qualified candidate will have the ability to provide this service in a competent, courteous, responsive and professional manner.  Successful individuals in this role understand the importance of following established business process and issue escalation.

 

Responsibilities

 

The Helpdesk Technician (HT) provides frontline helpdesk support to our customer base.  The HT is responsible for initial assessment and attempted resolution of problems called into our helpdesk and problems discovered by our monitoring system. The HT should be able to discern after initial assessment whether to act on a diagnosis or escalate to next level of support.  The HT should provide routine server and network maintenance including, but not limited to, event logs, backups, server performance monitoring, antivirus, anti-spam, and various other applications.  The HT should also demonstrate technical and organizational competence and confidence, while positively representing our core values.  The HT will continue to develop technical skills, including but not limited to, training, testing, and on-going communication.  The HT will be responsible for participating in business improvement teams, company meetings and engineering team subgroups upon request. The HT is expected to participate in the company’s extended hours support program which may include evening and weekend hours as needed.

 

Skills

 

Successful applicants must be able to perform each principle duty satisfactorily. The requirements listed below are representative of the typical knowledge, skill, and/or ability levels required for this position:

 

§ 2-3 years of system maintenance experience

§ Troubleshooting and maintenance skills on the Microsoft server platform (Windows 2000, 2003 Server)

§ Troubleshooting and maintenance skills on the Exchange messaging platform (Exchange 2000, 2003)

§ Strong troubleshooting and maintenance skills on Windows desktops (Windows 2000, XP)

§ Understanding of Microsoft network design and structure

§ Network protocols including LAN, WAN, WLAN and Internet

§ Directory systems expertise in Microsoft Active Directory

§ Knowledge and experience in one or more specified area is a plus:  Citrix, Symantec, Cisco and other industry standard products

§ Knowledge of virus detection and eradication programs

§ Knowledge of Backup procedures and software

§ Knowledge of remote monitoring and diagnostic tools

 

The Helpdesk Technician is expected to:

 

§ Exhibit excellent verbal (including phone) and written communication skills.

§ Interact with clients as required to perform assigned tasks.

§ Communicate with the client and other team members both on the phone and in person.

§ Possess excellent analytical and troubleshooting skills.

§ Be comfortable seeking assistance in situations beyond their abilities.

 

Experience

 

§ 2 to 3 years of work experience in the field preferred.

§ College degree, technical school or equivalent.  Work experience is a must.