Job Purpose

• The main purpose of the IT Help Desk Technician role is to be responsible for installing, maintaining and troubleshooting all computer hardware and software, and other electronic devices within the organization. Working either over the phone, through remote desktop, by e-mail, or face-to-face with employees, he/she will answer the technical questions of all end users, and escalating them to higher-ups if required.

Principal Accountabilities

• Works with other IT Helpdesk technicians to install, configure, and troubleshoot computers and other related peripherals and software as directed by the IT Helpdesk Manager.

• Supports in the roll-out of new hardware and software across the organization.

• Performs hardware upgrade, new installation, de-installation, moves, addition and changes.

• Must be punctual and adhere to attendance requirements of the organization.

• Use diagnostic tools to troubleshoot basic hardware problem(s) and PC network connectivity problems.

• Prioritizes and ensures all user requests are resolved according to the departmental guidelines, using available tools, and ensures the Help Desk System data is kept up to date and is accurate.

• Manage replacement parts inventories to meet service level agreements with vendors.

• Assesses functional needs to determine specifications for future purchases.

• Interact with numerous computer platforms in a multi-layered client server environment to ensure desktop/laptop computers interconnect seamlessly with diverse systems including file servers, email servers, application servers, and network administrative systems.

• Write technical documents and procedures when necessary.

• Update assigned support tickets on a daily basis so everyone within the IT team knows of the progress.

Communications and Working Relationships

• Trains and orients end-users on use of hardware and software.

• May need to works with IT Help Desk coordinators, IT Helpdesk Technicians, System Administrators, and Network Engineers as appropriate to determine and resolve problems received from users.

• Must have a positive attitude towards accepting a change for improvement and manage users with pleasant soft skills to ensure customer satisfaction.

• Job requires accepting criticism and dealing calmly and effectively with high stress situations.

• Documents all new issues and resolutions, sharing them with all team members to promote team work and increase the number of first call resolutions.

• Back up other team members to help when they are not available or overwhelmed with work load.