Help Desk Technician

POSITION OVERVIEW

The Help Desk Technician supports employees with technical assistance and support related to computer systems, hardware, and software across all Sunbeam site locations. This role is responsible for answering questions and addressing system and user issues in a timely and professional manner.  

All employees and volunteers are expected to be sensitive to Sunbeam clients’ cultural and socio-economic characteristics, reflect Sunbeam Family Services’ core values and to perform at Sunbeam’s standards of excellence at all times.

ESSENTIAL FUNCTIONS                                                           

• Serve as the first point of contact for users seeking technical assistance over the phone, email, chat, ticketing system, or in person.  
• Diagnose and resolve technical hardware and software issues.
• Monitor and respond quickly to IT help desk tickets and requests for assistance. 
• Determine the best solution based on the issue and details provided by customers.  
• Follow-up and update ticket / help request status and information.  
• Maintain computer systems and act as support if any system goes down. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.  
• Responsible for PC’s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc). 
• Maintain user PCs, including upgrades and configuration as needed. 
• Assist with onboarding of new employees, including set-up and training. 
• Maintain accurate inventory of all equipment, software, and license users. 
• Install, configure, and upgrade PC software.  
• Ensure all help desk requests are accurately and descriptively logged into the ticketing system.  
• Document, track, and monitor problems to ensure a timely resolution and assist in future solutions to similar problems. 
• Train users on hardware and software virtually or in person.   
• Educate users on best practices and preventive measures.
• Travel locally, as required, in the performance of responsibilities. 
• Perform other appropriate and related responsibilities as assigned by supervisor or Executive Team members.

JOB QUALIFICATIONS

WORKING CONDITIONS

Physical Demands

While performing the duties of this job, the employee must have ability to remain in a stationary position (e.g. sitting or standing) for extended periods while working at a computer or desk. Must be able to operate a computer and other office productivity equipment, such as telephone, printer, and copier. Employee must be able to occasionally move or transport equipment weighing up to 40 pounds, with or without reasonable accommodation. Employee must be able to position self to install or troubleshoot equipment in low, tight, or high spaces (e.g. under desks, high ceiling cabinets), with or without accommodation. Visual and auditory acuity required to interact with users and read technical documentation, with or without corrective devices. Must be able to move about the office or between locations to provide on-site support, as needed.

Work Environment

The employee will work primarily in office environments, may work in close quarters with other staff. The noise level in the work environment varies from moderate to loud; frequent interruptions likely to occur.

Other

The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. The qualifications, physical demands, and work environment described herein are representative of those an employee will encounter and must meet to successfully perform the essential functions of this job. These statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel or candidate and may be subject to change at any time.  Reasonable accommodations may be made to enable individuals to perform the essential functions.

Sunbeam Family Services is an equal opportunity employer. We are committed to fairness and equity in employment practices for all persons without regard to any characteristic protected by federal, state, or local laws.