IT Help Desk Technician

Position Summary:

The IT Help Desk Technician maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals, networks, and telephone systems. Supports and maintains user applications including updates, error correction and user security.  He/she responds as directed to requests for assistance with computer problems made by the company’s employee base.

Essential Duties and Responsibilities:

Responsibilities include but are not limited to the following:

Technical

• Following IT guidelines and procedures, and the specific direction of the Senior IT Manager faithfully and accurately.
• System software configuration and maintenance, as required to facilitate change and implement new processes, procedures, and technologies, or to accommodate growth.
• Supporting the IT help desk by responding to requests from staff for help with computers, networks, and telephone systems within the limits of company policy and departmental direction. This may extend to customer support for IT services that extend to customers.  Includes responsibility for the overall satisfaction of the customer or staff member who placed the request.  Quality work is fundamental to success in this regard.
• Computer system upgrade activities required to meet company or departmental objectives.
• Contributing to the development of improved policies and procedures for routine work, as well as creative solutions to new problems.
• Management of specific systems designed to support company initiatives.

Other

• Works under the direct supervision of the Senior IT Manger and closely with all Information Technology personnel. May work directly with any GDX employee or customer during the handling of a help desk request, and afterward to ensure satisfaction.