Help Desk Technician I

Provide day to day support of company wide IT operations to 250+ world-wide users for company-wide PC's, software applications (including MS Office and anti-virus), Lotus Notes email and databases, and various peripheral devices (printers, scanner, faxes, phones, digital cameras, etc.).

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

* Quickly analyzes and solves technical problems. Resolves technical support issues via telephone, email, in person or remotely.

* Troubleshoots hardware (PCs, laptops, tablets, printers, smart phones, etc.) software, and network issues with a direct focus on the source(s) of problems.

* Develops and maintains current, easy-to-understand documentation. Recognizes recurrent problems and documents resolution procedures.

* Documents all incidents in the help desk tracking software, including how issues were resolved and what communication took place. Escalates, coordinates and collaborates support incidents. Monitors status of all open tickets.

* Participates in the ordering, installation, configuration, maintenance and integration of computer hardware, software, communication and connectivity systems/devices in accordance with established company procedures and security needs.

* Maintains accurate inventory of IT related equipment in company database.

* Communicates technical solutions in a user-friendly and professional manner, both verbally and in writing.

* Takes ownership of client issues.

* Stays abreast of current software and hardware technologies as it relates to business needs.

* Travels domestically and internationally up to 10% to support internal customer base.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

* Participates in longer term projects, which include researching, testing, and providing feedback to team members.

* May provide occasional training to peers and co-workers.

* Will absorb other duties and projects as assigned and dictated by business requirements.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE:

Associates or Bachelors degree in Business, Information Technology or related field required, with 2+ years of related experience in a Help Desk support environment. Has working experience with remote access and remote desktop assistance tools. Has technical experience within a Windows environment. Must possess and maintain a valid US driver's license and a current US Passport.

BASIC SKILLS:

* Possesses well-developed communication, organizational and interpersonal skills.

* Possesses a strong sense of customer service and issue ownership.

* Has intermediate to high proficiency in Microsoft Excel, Power Point, and Word software.

* Ability to troubleshoot issues and perform root cause analysis.

* Proven ability to work effectively in a team-oriented, collaborative environment.