IT Help Desk Technician

Smithers Environmental Risk Sciences division is seeking applicants for a full-time IT Help Desk Technician opportunity at our Wareham, MA location.

Job Summary

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Under supervision and following standards and guidelines, this individual will provide end users with first level support covering a wide variety of questions on systems, software, hardware, peripherals, services, etc.  The Help Desk Technician will serve as primary contact point for computer users’ questions/problems, researching non-routine questions, performing associated administrative/documentation tasks, and assisting the Systems Administrator and IT Manager with internal process improvement initiatives.  This individual will route more complex problems to second level support following procedures. The Help Desk Technician position requires a high level of customer service skills to establish and enhance positive relationships with users, coworkers and others. Individual must be well organized, able to handle multiple priorities, able to work independently, and customer-focused.  Individual must possess good written and verbal communication skills, and be able to effectively work with users at all levels of computer literacy. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly and present ideas in user-friendly language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.

Job Duties

Essential Functions

1. 1. Field incoming help requests from end users via SysAid Help Desk system, telephone or e-mail in a courteous manner.
   2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
   3. Build rapport and elicit problem details from help desk customers.
   4. Prioritize and schedule problems.
   5. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
   6. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
   7. Identify and learn appropriate software and hardware used and supported by the organization.
   8. Perform documented software validation procedure where required. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software.
   9. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
   10. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests.
   11. Develop help sheets and frequently asked questions lists for end users.
   12. Additional duties as assigned.

Marginal Functions

1. 1. Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Physical Functions

Sitting - 65%              

Standing - 15%

Walking - 25%           

Bending - 15%

Lifting - 15%   

Visual - 100% 

Desktop Computing - 70%

Laboratory Safety

1. 1. Must be able to wear gloves, lab coat, eye protection, sleeves, hearing protection, pesticide suit, plastic booties, dust masks, and a face mask.
   2. Must be able to understand and follow laboratory safety standards

Job Specifications

Associates degree or technical certificate preferred. One or more years of experience in computer industry. Certifications recommended but not required (MCP, CompTIA). Knowledge of basic computer hardware, including desktops, laptops, serial communications, etc. Experience with desktop and server operating systems, including Windows (XP, 7, 10, 2003, 2008, 2012, 2016), Linux (CentOS).  Application support experience with Microsoft Office (2010, 2016) including Access, Bitdefender or other anti-virus, Adobe Acrobat. Experience with Agilent ChemStation, Waters Empower, or BioAnalytics Analyst software (recommended, not required). Knowledge of programming languages, including PHP, mySQL, Java, shell and batch scripting. (recommended, not required). Working knowledge of a range of diagnostic utilities and disk imaging utilities, such as CloneZilla. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills.

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