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Posting Date:     3/13/17
Title:                  Help Desk Technician
Posting Number: 17-03-01
 

Position Summary

Maintains and supports various applications of the Presbyterian Foundation and NCTC to provide the programs necessary to meet user and client needs.  Responsible for handling user requests and problems as reported via the remote Help Desk Team, maintaining the integrity and security of the applications, and providing excellent customer service to internal customers.  Provides primary hardware installation, setup, and testing of all desktop and laptop systems including board meeting network configuration
 
Scope & Breadth of Position

Reports to the Director of IS.  This position has no reporting staff. 

                                             

Accountabilities
  • Provides first and second tier hardware/software technical support for all local and remote users.
  • Supports remote Help Desk.
  • Maintains excellent rapport with employees via oral and written communications.
Major Responsibilities
  • Help Desk support
  • Tracking of help desk tickets utilizing the Information System’s tracking software. 
  • Respond to security issues and virus and other malware notifications and attacks
  • Printer and print server management
  • Document all application and infrastructure changes to change management system
  • Basic Windows active directory management and support for users and computers
  • Provide primary desktop hardware support, installation, and maintenance
  • Provide support of all company managed mobile devices.
 
Experience and Job Related Requirements
  • One year of IT Customer Service/Help Desk experience
  • A+ or Net+ Certifications preferred
  • Must possess excellent written/verbal communication skills and can work with employees at all technical and professional levels.
  • Must be willing to seek out additional training when the technical environment requires additional skills and provide basic hardware and software training to users when required.
  • Proficient in Microsoft Office Suite products (Excel, Word, Outlook, PowerPoint, Access, Visio)
  • Willing and able to assist higher level technicians install, test, implement, administer, or maintain systems, applications, equipment and plans.
  • Ability to effectively communicate technical information verbally and in writing, using language that is appropriate to the complexity of the topic and to the understanding of the audience.
  • Ability to work as part of a team to complete agency wide initiatives, using strong interpersonal skills.
  • Ability to work independently to troubleshoot and resolve general help desk issues, with enthusiastic self-motivation.
  • Ability to multi-task and remain organized.
 
Working knowledge of the following equipment and systems is required
  • Basic working knowledge of windows networking (mapping network drives, shared folders & printers, TCP/IP, etc.)
  • Solid working knowledge of Microsoft Office
  • Solid Working knowledge of desktop operating systems, user profiles, and integration w/ Windows domains
  • Basic working knowledge of network troubleshooting, LAN/WAN connectivity, etc.
  • Basic working knowledge of Windows Domains & Active Directory.
  • Basic working knowledge of Internet technologies such as FTP, DNS, Etc.
  • Basic working knowledge of firewalls and routers
  • Basic working knowledge of Smart Phones (setup, troubleshooting, etc.)
  • Basic working knowledge of VPN technologies
  • Basic working knowledge of using Remote Desktop
  • Basic working knowledge of wireless networking (setup, troubleshooting, etc.)
  • Basic working knowledge of Internet Explorer (troubleshooting, etc.)
  • Basic working knowledge of network printers, (setup, sharing, troubleshooting, etc.)
 
Optional Skillsets (preferred)
  • Network-Managed AntiVirus Systems
  • Solid working knowledge of Microsoft Office 365 (Administration)
  • Previous customer service training
  • Imaging (cloning) software
 
Physical Requirements
  • Ability to communicate orally with management and co-workers, both individually and in a group/team. 
  • Regular use of the telephone and e-mail for communication is essential.
  • Sitting for extended periods is common. 
  • Hearing and vision within normal ranges is essential for normal conversations to receive ordinary information and to prepare or inspect documents.
  • Ability to relocate equipment that may weigh up to 50 pounds.
  • Good manual dexterity for the use of common office equipment such as computer terminals, calculator, telephone, and copiers.
 
Work Environment
The job is performed indoors in a traditional office setting.  Activities include extended periods of sitting and extensive work at a computer monitor and/or calculator.
 
 
Forward résumé and cover letter to lisa.pesavento@presbyterianfoundation.org
Attn: HR Posting #17-03-01



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