Help Desk Technician
Help Desk Technician
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Salary Not Disclosed
1 Vacancy
Job Description
ESSENTIAL JOB FUNCTIONS
Field incoming help requests from end users via both telephone and e-mail in a courteous manner
Perform office moves and changes as they are submitted by IT Manager and/or Network Administrator at local and remote sites
Perform new employee equipment inventory implementation including setting up workstations and personalizing equipment for immediate use by the new employee
Document all pertinent end user identification information including name department contact information and nature of problem or issue
Develop and maintain an inventory of all desktops laptops monitors keyboards and other components and equipment
Build rapport and elicit problem details from staff and partners
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or manager
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
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
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level including installing and upgrading software installing hardware implementing file backups and configuring systems and applications
Collaborate with LAN technicians/network administrators to ensure efficient operation of the companys desktop computing environment
Install anti-virus software
Perform preventative maintenance including checking and cleaning workstations printers and peripherals
Maintain an inventory of IT equipment and peripherals for repair/replacement order as necessary
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Develop help sheets and frequently asked questions lists for end users
Meet time constraints and client deadlines
Maintain a high degree of confidentiality and professionalism in day-to-day work
SECONDARY JOB FUNCTIONS
Attend continuing education opportunities relative to individual and organizational needs
Contribute to a positive work environment by supporting teammates and the Firms organizational goals
Prepare other reports projects and duties as may be assigned
MINIMUM QUALIFICATIONS
Education/Experience:
1 year of experience as in an IT support/helpdesk role exhibiting the ability to provide excellent customer service in a fast-paced environment
Clean driving record and the ability and resources to travel back and forth between different office locations to provide help desk services
Knowledge of:
Basic computer hardware and desktop operating systems
General IT needs of a corporate environment specifically public accounting
IT compliance and regulations
Network security best practices
Skilled in:
Providing application support with Microsoft Office QuickBooks Peachtree and Accounting packages like Prosystem FX
Identifying and implementing solutions for short- and long- term help desk problems
Communicating verbally in person and through email to ascertain understanding on the part of the end-user
Managing multiple projects simultaneously
Evaluating process change opportunities and communicating suggestions to the team
Ability to:
Work beyond normal business hours and as a part of an on-call rotation
Respond quickly to immediate help desk needs and to close the resolution loop
Prioritize projects and assess critical needs
Communicate effectively with end-users in a clear manner
Discern larger issues that involve higher level intervention and communicate the issues
Understand equipment issues and how they impact work; respond with solutions accordingly
Work independently on tasks and small projects with little direction from a supervisor
Lift up to 50 lbs. of computer and other hardware/server equipment for internal and external moves
Work extended hours during peak seasons including evening and weekend hours
Travel to offsite locations including Firm and affiliate offices as well as some other locations as needed
PREFERRED QUALIFICATIONS
Education/Experience:
Bachelors degree in Information Systems or a related degree
Knowledge Skills and Abilities:
Knowledge of the internal structure of a public accounting firm skilled in basic accounting systems and prior usage
WORKING CONDITIONS
Indoors environmentally controlled
Frequent contact with co-workers
Moderate noise
Varied work schedule
PHYSICAL REQUIREMENTS
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Help Desk Technician job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. A request for a reasonable accommodation should be made in writing and delivered to Human Resources. The position of Help Desk Technician often requires the incumbent to communicate with internal and external clients. The Help Desk Technician is often required walk around to monitor workstations to assess workability issues. This position is also often required to lift and carry heavy equipment from one area of the office to another and to other locations. The Help Desk Technician is sometimes required to visit offsite locations and is required to have reliable transportation. The Help Desk Technician must use their hands and fingers to grasp or feel equipment. The incumbent will occasionally be required to walk climb stoop kneel pull or push. Vision abilities required by this job include close vision.
Required Experience:
IC
Employment Type
Full-Time
