Help Desk Technician I

SUMMARY Under broad direction, the IT Help Desk Technician II will support computer systems and users, including satellite offices, field communications locations, and field operations. Under direct supervision, respond to issues with problem recognition, research, and resolution steps. Act as first line of computer support while working with other IT staff on more complex problems.   ESSENTIAL DUTIES AND RESPONSIBILITIES Responsible for providing technical support through phone, remote, in-office and onsite services during normal working hours Provide phone support for customers looking for guidance on using their computer systems Monitor support ticket queue Resolve tickets taken from the queue Identify and escalate critical events Install, reinstall, configure and troubleshoot Desktop operating systems, software and hardware Install and troubleshoot hardware and peripheral components such as monitors, keyboards and printers Maintain open communications with all team members to actively assist in resolving issues for clients Answer and respond to Ranger Help Desk Number when possible Maintain proper inventory of equipment assigned to end users Receive and escalate service requests requiring enhanced response Act as an escalation point for performance issues Occasional travel is required Other duties as assigned   REQUIRED EDUCATION, QUALIFICATIONS AND EXPERIENCE Vocational Training with equivalent experience in Computer Science, Networking, Computer Repair, Business Systems or other related technical fields; or 2+ years of end-user support experience or related field Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change Strong interpersonal skills are a must, as well as great organizational skills and a drive to be the best Possess great customer service skills Strong communications skills, both oral and written Multiple Anti-Malware solutions, Backup solutions, Network Cabling Skills, Various forms of VPN configuration & troubleshooting, Network printer troubleshooting, Active Directory user configuration and management, Network support and administration COMPUTER Windows operating systems, Microsoft Office products, Windows 7, 8, and 10 PRE-EMPLOYMENT REQUIREMENTS Must complete and pass all required pre-employment screenings