General Summary:

The Help Desk Technician will provide support to end users on a variety of IT issues. Identifies, researches, and resolves technical problems. Responds to IT Support Tickets, telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problems to ensure a timely resolution.

Key Responsibilities:

• Main contact for user support and computer troubleshooting and responsible for resolving issues reported thru IT Support Ticket tracking system
• Responsible for creating/configuring new user Network accounts in Active Directory including: Microsoft Exchange mailboxes and network security groups
• Responsible for configuring troubleshooting and maintaining workstation hardware, software and peripheral equipment.
• Responsible for assisting in administration and maintenance of network systems to include: servers, network hardware, peripheral equipment, Telecommunications and voice systems
• Responsible for configuring and maintaining Multi-Function Printers and Copiers, including maintenance and toner replenishment.
• Helps update I.T. policies and procedures as needed.
• Evaluates and/or recommends purchases of computers, network hardware, peripheral equipment, and software; provides technical consulting services to department/organization regarding use of computers and networks to satisfy business needs
• Develops and conducts various training and instruction for system users and onboarding of operating systems, MS Office applications; assists users in maximizing use of networks and computing systems
• Assist the Network Support Team in the development of new projects and its implementation
• Responsible for the enforcement of the Information Systems Policy
• Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems
• Responsible for off hour support (including email and phone support)
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual should be able to perform each essential duty / key responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability preferred. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

A.S. Degree in Computer Science or related field required. Bachelor degree a plus. Microsoft and/or other certifications a plus. Prior internships in IT helpful.

Skills & Abilities

Able to learn computer hardware, software and networking including Microsoft Windows, Exchange Server, AD, DNS, DHCP, IIS, ISA, SQL, TCP/IP, Microsoft AX and web browser applications. Must be able to troubleshoot software and hardware and track / document changes as needed. Strong analytical, technical and communication skills required. Able to learn relational databases. Must be detail oriented with the ability to use sound judgment and make independent decisions, be well planned, organized, and have the ability to handle multiple tasks simultaneously in a fast paced environment. Proficient in MS Office products. Experience working within a manufacturing setting preferred.