IT Help Desk

Job title: MIS Help Desk

Job Category: Indirect FLSA: Non-Exempt

Reports To: MIS Manager Dept.: MIS

Leading Rail Car Company - Temp to Perm Opportunity

$25.00 to 27.00 per hours

Mon-Fri onsite in Yonkers, NY

Job Description:

PURPOSE OF POSITION:

The role of the Help Desk Technician is to assist employees and visitors who are experiencing any
procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high
priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk
Technician is responsible to ensure that an effective solution is provided to the user.
The Help Desk Technician supports installation/configuration, operation, and maintenance of systems and
network hardware and software and related infrastructure. This individual ensures that Network (LANs,
WANs, Internet, Intranet systems), system hardware, operating systems, software systems, and related
procedures adhere to organizational values and IT vision enabling employees to effectively conduct business
with each other, customer and/or vendor.
This individual supports the following systems and networks: Core LAN (Main Switches to each
consolidation points), Subdivision LAN (Consolidation points to endpoint connectors), WAN (Intercompany
WAN), Internet, all critical and non-critical Windows and Linux systems that support KRC infrastructure
including those of satellite offices and locations; iSeries and iSeries related devices such as SAN storage.
Responsibilities on these systems include operations and support.

MAJOR DUTIES AND RESPONSIBILITIES:

Includes the following. Other responsibilities may be assigned.
Effectively, professionally, and respectfully represents other Information Technology staff members,
teams, and their services to employees and visitors.
Provides support for all Information Technology products and services. Support may include
answering questions, troubleshooting problems, teaching or instructing employees regarding software
or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting
printer issues and resolving difficulties with company provided equipment.
Determines the most effective manner to resolve employee's technical issue. Engages in research and
in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
Records required employee and problem information in SAP Network Request. Updates requests
with appropriate entries of activities, and closes requests with resolution entered upon completion of
the job.
Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate
support groups for resolution.
Verifies that suggested solutions effectively resolve the users' problems through verbal or email
follow up.
Works on Help Desk related projects as assigned by supervisor.
Develop and maintain installation and configuration procedures and up-to-date documentation
according to MIS documentation standards and policies.

Contribute to and maintain system standards and procedure.
Recommend secure, cost effective, innovative, and where possible automated approaches for system
administration tasks.
Collaborate with security administrator on any special assignment, implementation and monitoring of
systems and network in the light of security related inquiry.
Create, change, and delete user accounts per request.
Coordinate and communicate with impacted constituencies.
Periodical rounding for necessary security patching and local computer configuration.
Upgrade and configure system software that supports KRC infrastructure applications or Asset
Management applications per project or operational needs.
Maintain operational, configuration, or other procedures.
Perform ongoing performance tuning, hardware upgrades, and resource optimization as required.
Configure CPU, memory, and disk partitions as required.
This individual will execute, test and roll-out the solution.
KNOWLEDGE/SKILLS:
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily.
Experience in hardware, software, network troubleshooting, basic operating system functionality or
equivalent training and/or education is extremely beneficial. Customer service experience is
preferred.

COMMUNICATION SKILLS:

This position requires handling confidential information in an appropriate manner. Employee
interactions must be handled with diplomacy and tact. Individual must be able to gauge the
employee/vendor's technical ability and communicate with them in appropriate technical or non-
technical language in a non-condescending manner.
Position deals with a variety of problems and sometime has to discuss with Supervisor, Assistant
Manager or Sr. Manager.
Communicate in both direction of any concerns or issues regard to any system or network operation
at KRC, satellite offices and other constituencies.
Participates in year-end procuring of the best possible devices/services required to enhance, improve
and innovate system and network activities. This procurement process entails: Proposal for purchase,
Vendor/Device comparison, Request for purchase, Fixed Asset request, Coordinate with Purchasing
Department for ordering, Monitoring for Receipt, Physical inspection of the delivery, and acceptance
of the delivery for implementation.
Resolve problems within established practices.
Provides guidance with technical issues.

DECISION MAKING/JUDGEMENT:
This position involves projects and/or assignments requiring considerable decision-making authority
regarding procedures, plans, and schedules. Although there are sometimes problem-solving guidelines for
particular problems, there may be no existing procedures or instructions for those problems. The technician
may be on their own in solving problems and determining satisfactory solutions. Ability to work
independently and in a team setting is imperative.

OTHER SKILLS AND ABILITIES:
Must be able to learn and support new and quickly-changing technologies.
Ability to research solutions or information regarding technical issues.
Excellent interpersonal skills.

Good work habits under pressure.
High energy level.
Detail oriented.
Must have a good command of the English language in order to provide effective phone, desk-side,
and email support.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Lifting and/or carrying of 15-30 lbs. or more and the pushing and pulling of carts when necessary.
Responsibilities sometimes require working evenings and weekends, sometimes with little advanced
notice.
While regular travel is not generally required, based on the location of the network, some
travels may be required with little advance notice.