Helpdesk Support Technician

Summary of Duties and Responsibilities
IT Help Desk support (On rotating basis with some after-hours coverage)
o Answer help desk phone calls
o Route help desk tickets to appropriate technicians or support groups
o Provide on the spot troubleshooting as time allows
o Provide support through online chat system
o Provide walk up support
Provide local support for the following systems (installation, upgrades, troubleshooting):
o PC/Laptop Hardware and Software
o Network Peripherals, Printers, Copiers
o Telephone System
o Enterprise/Business Applications
Maintain loaner laptops
Hardware procurement, inventory, disposal support
Travel to other *** sites to provide support
Travel to conferences when IT support is requested

Qualifications
To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to do the essential functions.
Windows 7 & 10 experience
Microsoft Office 2013 experience or above
Knowledge of Laptop/Printer Hardware
Networking and Wireless skills a plus
PC/Laptop build experience
Active Directory and Windows server product experience desired
Desktop support tools knowledge
o Anti-Virus, Malware, Spam experience desired
Ability to triage, troubleshoot, and resolve basic PC/Network problems quickly and accurately; contacts vendors as needed
Ability to be an active participant and contributor on a professional IS Support Team
Good communication skills, telephone support skills, and interpersonal skills with a customer service focus
Ability to plan/organize time and workload
Ability to follow standard process/procedures
IT service management system experience desired (ServiceNow experience a plus)
Ability to work assignments that are routine in nature and recognize deviation from accepted practice
Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting

Education
BA/BS MIS or CIS (or related technical discipline) desired

Experience
2-3 years experience in IT Help Desk support

Specialized Knowledge
Good troubleshooting and technical skills
Good communications skills
Additional Details (Including Physical & Mental requirements)
Must be able to lift 50 lbs.