Helpdesk Technician - IT

Position Summary: 

The role of the Helpdesk Technician is to assist End Users who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to Level 2 or Level 3 Technicians for resolution when needed, but the Helpdesk Technician is responsible for ensuring that an effective solution is provided to the end user.   

Primary Duties and Responsibilities: 

• Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution. 
• Verifies that suggested solutions effectively resolve the end users' problems through verbal or email follow up.
• Records required End User and problem information in Nellson’s Helpdesk System. Updates tickets with appropriate entries of activities and closes tickets with resolution entered upon completion of the job.  
• Determines the most effective manner to resolve End Users technical issues. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with Level 2 and Level 3 staff when necessary.  
• Maintain inventory and documentation of Nellson’s Deployed Personal Computers and devices throughout the enterprise. 
• Works on Helpdesk related projects as assigned by supervisor.
• Provide end user support for mobile devices (Smartphones/Tablets) across multiple platforms (Android/iOS).

Requirements and Preferred Skills: 

• Associates Degree in Computer Science, Information Systems or a relevant subject matter preferred. 
• 1-2 years equivalent work experience in an enterprise network/windows domain environment.
• Experience and knowledge of troubleshooting Microsoft Operating Systems.
• Experience in hardware, software, network troubleshooting, basic operating system functionality or equivalent training and/or education is extremely beneficial.
• Customer service experience is preferred.
• Experience working in a team-oriented, collaborative environment.
• Ability and means to travel on a flexible schedule as needed; proof of liability and property damage insurance on vehicle used is required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Qualities and Skills Required: 

• Strong interpersonal and oral communication skills. 
• Acute attention to detail. 
• Ability to absorb and retain information quickly. 
• Willingness to work outside of business hours on weekdays and on weekends to support the environment. 
• Willingness to learn new software, hardware, and technologies. 
• Adept at reading, writing, and interpreting technical documentation and procedure manuals. 
• Highly self-motivated and directed. 
• Proven analytical and problem-solving abilities. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment. 

Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Needs ability to use a keyboard to enter and retrieve data.
• Lifting and/or carrying of 15-30 lbs. or more and the pushing and pulling of carts when necessary.