Helpdesk Support Technician - Tier 1

Summary/objective

Provides first-level troubleshooting and basic technical support services to end-users of computers.

Essential functions

• Diagnoses computer errors and troubleshoot computer software, hardware, and networking issues. Provide technical support to remedy computer problems.
• Follows up with users after problems have been resolved.
• Provides training in computer set-up and new technologies.
• Installs and configures software and operating systems, and updates these systems when necessary.
• Cleans and repairs computer hardware.
• Performs work under direct supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff.
• Possesses beginning to working knowledge of subject matter.

Work environment

Work to be performed in HORNE office setting

 

Physical demands

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

 

Travel required

Determined by business needs.  Anticipated to be less than 15%. 

Required education and experience 

• Associate degree in Information Technology or a closely related field, or the equivalent combination of work experience and education.
• Ability to foster teamwork.
• Ability to develop and mentor others.
• Detail oriented.
• Ability to meet deadlines.
• Organizational skills.
• Ability to multi-task and prioritize.
• Ability to effectively communicate with Tier 2 support issues that require escalation
• Must have a sincere desire to help others while providing friendly service

Preferred qualifications 

• Hardware provisioning through use of Microsoft Deployment Tools or other imaging processes
• Microsoft Windows PC support
• Microsoft Office Application support
• Microsoft Exchange account management
• Manage support requests in a Service Management tool such as Jira Service Management
• Network file backup and recovery
• Virus protection software administration
• Remote Desktop support using tools such as Bomgar and Zoom
• Video conferencing software such as Zoom