The Helpdesk Technician will provide direct technical support for issues involving hardware, software and networking for users throughout the company while providing exceptional customer service. They will also field incoming requests from multiple sources, prioritize critical issues, and escalate issues to appropriate team members if needed while using strong problem solving skills to resolve issues in a fast paced environment and maintaining a positive attitude.

• Respond to user requests for support and resolve problems;
• Monitor and respond quickly and effectively to requests received through the IT helpdesk;
• Install, test and configure new workstations, peripheral equipment and software;
• Monitor system performance and functionality;
• Provide support to our driving associates in person and over the phone;
• Document process and solutions;
• Participate in IT projects as assigned.

QUALIFICATIONS REQUIRED:

Any combination of education, training, and experience providing the following knowledge, skills, and abilities.

Knowledge

Knowledge and/or experience with administrative functions and or the IT industry required.

Abilities

Motivated and team oriented professional. Strong organizational, computer, and customer service skills required. Must possess excellent interpersonal communication skills, attention to detail, analytical, forward-thinking, and ability to multi-task. Must be outgoing, confident, and self- motivated. Must possess ability to effectively learn and acquire new knowledge and skills. Willingness to work overnights or weekends if needed. Accurate typing at least 45 WPM. Hours for this position will be overnight - 6pm-6am Wednesday-Saturday.

Experience, Education, and Training

A Bachelor’s Degree from an accredited University in Information Technology or related field is preferred; minimum one year of relevant technical experience is required.

Physical Requirements

This position requires being able to sit and remain focused and motivated for long periods of time. Being able to multitask between the computer, phone, and different projects is required.

Working Environment

Primarily indoors with heating and cooling regulated in a general office environment. Call volume can be heavy at times.

Licensing/Certification

None required.