Help Desk Technician

Position: Help Desk Technician Salary Grade: 6

This is an on-site, hands-on position with NO remote work available.

Primary Purpose: Organize, install, and support all computer systems; investigate and resolve computer software and hardware problems.

Roles: Expected behaviors and activities performed to fulfill responsibilities

• Practice and encourage the best safety practices resulting in zero lost time within department.
• Implement and practice effective 5S and participate in regular team 5S audits.
• Set an example of working hard and doing the right things, exhibit energy and positivity.
• Accountable to work independently with standardized instructions to achieve results.
• Solve semi-routine issues utilizing problem solving analysis and prioritizing processes and routines.
• Understand and achieve Reasonable Expectations (REs) for current position and responsibilities (excellent productivity and quality) and participate in regular team process audits.
• Engage in clear, courteous, effective, honest, and open communications with team members and others within and outside the company.
• Develop and seek positive relationships; actively participate in regular huddles and goal setting.

Responsibilities: Quantifiable metrics to which a person is held accountable

• Arrive at work and position consistently on time; remain present and engaged the entire assigned shift.
• Able to categorize, recognize, and document patterns in process and problem solving.
• Participate in regular employee reviews including setting and achieving goals.
• Act as the primary point of contact for IT support utilizing the OAK request system.
• Successfully install and configure workstations as required, including hardware, software, peripheral equipment, and cabling.
• Discover, evaluate, and resolve issues presented; log all repairs accurately and timely.
• Discuss software errors with developers and recommend changes to programs.
• Attendance at multi-day off-site training sessions, weekend and evening work, and after-hours emergency calls may be required.
• Provide basic computer usage training and company resource orientation as required.
• Identify computer and network equipment shortages and assist with replacements as required.

 Skills: Essential qualifications and functions gained through training and experience

• Associates degree and IT Related certifications are preferred.
• 1-2 years of help desk experience in a Windows domain environment.
• Excellent written and verbal communication skills; excellent computer skills.
• Ability to remain calm and determined to attain goals.
• High energy level, comfortable performing multi-faceted projects in conjunction with day-to-day activities.
• Must be able to work well under pressure and keep up with rapidly changing technology, business environments, and departmental and company goals.
• Strong interpersonal skills.  Ability to get along with diverse personalities, tactful, mature, and flexible.
• Documentation of a drug screen must be provided prior to starting this position.