Brief Position Summary
The Helpdesk Technician is responsible for installing, configuring, and troubleshooting PC hardware and software systems. The Technician is also responsible for providing technical support to end users on hardware and software.
Essential Duties and Responsibilities
Provide support for end users with software, hardware and telecommunications problems. Support requests may be received via e-mail, telephone, or person to person.
Provide support for PC computers and users.
Participate in an on-call rotation schedule.
Follow procedures and policies related to Sarbanes-Oxley compliance.
Log and track all support requests and resolutions in the TrackIT helpdesk software.
Install Microsoft Windows operating system and other Windows software.
Maintain and use Symantec Ghost software to configure PC computer systems.
Add/Remove users using Microsoft Active Directory technologies.
Assist in diagnosis and removal of computer viruses and worms.
Maintain inventory of computer hardware and software assets.
Maintain accurate records of computer hardware and software assignments.
Perform hardware and software transfers between computers for lease returns and equipment upgrades.
Other duties as assigned.
Required Knowledge, Skills and Abilities
Strong communication and time management skills.
Knowledge of Microsoft Windows operating systems including Windows XP.
Knowledge of software including Microsoft Office 2000 (and higher).
Knowledge of Microsoft Outlook and its operation in Exchange and POP/SMTP modes.
Knowledge of Windows Active Directory concepts such as permissions and group memberships.
Ability to troubleshoot hardware and software problems.
Ability to troubleshoot basic TCP/IP networking problems using tools such as ipconfig, ping and nslookup.
A strong work ethic and customer service orientation.
Ability to present technical information in easily understood terms in both verbal and written form.
Ability to work under and meet deadlines.
Ability to extrapolate knowledge of one technology to troubleshoot a new technology.
Educational and Experience Requirements
Associates Degree in Computer Science, Information Systems or equivalent experience. At least one year experience providing computer hardware and software support, preferably in a multi-office environment of over 200 users.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or touch objects or controls and talk or hear. The employee is frequently required to stand, walk, and reach above shoulders, kneel, stoop or crouch. Specific abilities required by this job include close vision, the ability to lift up to 50 pounds unassisted, and sitting for extended periods of time.
GMR is an equal opportunity employer
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