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IT Help Desk Technician

Company: Advanced Recruiting Partners
Location: Bonita Springs
Posted on: September 14, 2020

Job Description:

SUMMARY Provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Responsible for assisting with all aspects of IT including troubleshooting, training and implementation of new enhancements. Actively supports the Companyrsquos vision and goals. Embraces and executes the 5A Gold Standard. ESSENTIAL DUTIES AND RESPONSIBILITIES Includes the following other duties will be assigned in a progressive manner. Ensures that the Help Desk operates as a highly professional service that meets the needs of the company and the end users, including meeting identified SLAs. Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Single Point of Contact for the Help Desk and manages problem reports using our internal help desk system (JIRA) Responds to queries either in person, over the phone or via email for customers seeking help. Writes training procedures, trains computer users, and cross trains. Maintains daily performance of computer systems. Asks questions to determine nature of problem and root cause. Walks customer through problem-solving process. Installs, modifies, and repairs computer hardware and software as needed. Cleans up computers and runs diagnostic programs to resolve problems. Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Installs computer peripherals for users. Follows up with customers to ensure issue has been resolved and gains feedback from customers about computer usage. Ensures that requests for assistance are properly logged and responded to in a timely manner and according to agreed standards and procedures. Provides Feedback Must provide feedback about the problems that are found during the day in order to prevent the common errors. Seeks Help Should be able to seek help with IT staff in order to resolve the complex problems. Understands and troubleshoots IT issues the end user is having and resolves with plans to address the root cause of the issue. Confers with Director of IT on issues and any and all other duties as requested by Management. SUPERVISORY RESPONSIBILITIES This position has no supervisory responsibilities. However, all team members are expected to self- supervise to ensure the Companiesrsquo Continual Improvement philosophy and Core Values are maintained. QUALITY RESPONSIBILITIES In daily work, a team member is responsible to maintain or exceed the degree of excellence requested by the internal and external customers of this department. This includes following established policies, following ISO 9001 14001 policies, regulatory compliance (i.e. NIST 800-1717), business practices, and work instructions, using problem solving techniques to solve root causes of problems, and viewing quality as customer satisfaction. Shaw Development expects all team members to take pride in their work, in our company and appearance. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, andor ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION andor EXPERIENCE High school diploma required. Associate degree is preferred. CERTIFICATES, LICENSES, REGISTRATIONS Word, Excel, PowerPoint, Outlook, and Access experience (Microsoft Office Specialist certifications a plus). CompTIA A+ certification required or in the process of being obtained. CompTIA Network+ certification a plus. CompTIA Security+ certification a plus. Microsoft Technology Associate (Operating Systems and Networking Fundamentals) certification a plus. Microsoft Office 365 Administration is a plus Azure Administration certification is a plus LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively with other team members. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. OTHER SKILLS AND ABILITIES Advanced computer skills. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to walk and sit. The team member is occasionally required to stand use hands to finger, handle, or feel reach with hands and arms and use hands to fingers to write, operate a computer keyboard, mouse and telephone keypad. The team member must frequently lift andor move up to 10 pounds and occasionally lift andor move up to 25 pounds. Specific vision abilities required by this job include vision, and distance vision. WORK ENVIRONMENT Promote a working environment that provides for a clean, orderly and safe facility for ALL team members so that we may perform, develop and exceed the contributor status. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is frequently exposed to moving mechanical parts. The team member is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate.SDL2017

Keywords: Advanced Recruiting Partners, Bonita Springs , IT Help Desk Technician, Professions , Bonita Springs, Florida

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