Job Description

Job Title: Help Desk Technician
Primary Purpose:

Investigate and resolve computer software and hardware problems.

Secondary Purpose:

Perform any other normal business activities assigned by the department supervisor.

Major Responsibilities:
  • Receives requests from users having problems using computer software and/or hardware.

  • Receives requests from users inquiring how to use specific software and/or hardware.

  • Communicates with users to learn procedures followed and source of error.

  • Answers user’s questions, applying knowledge of computer software, hardware, and procedures.

  • Determines whether problem is caused by hardware, software, virus, or network.

  • Troubleshoot and resolve issues.

  • Discuss software errors with developers and/or recommends changes to programs.

  • Communicates with software and hardware vendors to request service regarding defective products.

  • Pull and terminate Ethernet cables as needed.

  • Tests software and hardware to evaluate ease of use and whether it will aid user in performing work.

Reporting Relationships:

The Help Desk Technician reports directly to the IT Manager.

General Requirements:
  • Associates degree and IT Related certifications are preferred.

  • 1-2 years of help desk experience in a Windows domain environment.

  • Must have excellent oral and written communication skills.

  • High energy level, comfortable performing multi-faceted projects in conjunction with day-to-day activities.

  • Excellent troubleshooting and problem-solving skills.

  • Documentation of a drug screen must be provided prior to starting this position.