Help Desk Support Agent I

Help end-users with IT support across software and hardware while maintaining systems, documentation, and training across locations.

Responsibilities

• Serve as a support specialist for end-users by recording support issues/questions and responding promptly to software and hardware concerns, plus other basic departmental needs
• Troubleshoot and problem-solve complex user issues
• Coordinate with Administration and Department Head staff about pending problems and changes to desktop user applications
• Perform routine technical maintenance for computer hardware
• Repair and replace computer hardware parts
• Schedule and prepare one-on-one and group training to help improve end-user skills
• Train staff on computer use
• Maintain accurate end-user training materials using paper and web-based manuals and assistance tools for Microsoft standard products and standard business software used across the organization
• Assist with installation and maintenance of voice and data communications at all locations
• Install workstations, including required hardware and software
• Maintain accurate inventory records for information technology equipment and end-users
• Perform other duties as assigned by the supervisor

Requirements

• Read and interpret documents such as computer manuals, software documentation manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Write routine reports and correspondence
• Speak effectively before groups of residents or employees of the organization
• Apply logic and understanding to carry out instructions provided in written, oral, or diagram form
• Use problem-solving techniques to handle issues involving several concrete variables, including responding effectively to crisis and other critical situations
• Perform effectively as job demands change
• Take necessary and appropriate action independently
• Establish effective relationships through telephone and in-person contacts
• Follow direction and accept supervision
• Effectively use all Microsoft Office products (current and most recent versions)
• Comprehensively understand all standard business software used throughout the organization
• Successful completion of background check, including criminal record, driving record, abuse/neglect, and fingerprint check
• Complete New Hire Orientation at the beginning of employment
• Complete all training requirements, including Relias at the beginning of employment and annually thereafter
• Maintain a current driver’s license, acceptable driving record, and current auto insurance
• ADA consideration for sedentary work: exerting up to 10 pounds of force occasionally (up to 1/3 of the time) and/or negligible force frequently (1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body
• Repetitive movements of hands, fingers, and arms for typing and/or writing throughout the work shift

Technologies

• Microsoft Office
• Microsoft standard products
• Relias

Education and Experience

• Associates of Applied Science Degree or equivalent
• 1 year of experience preferred
• Ability to effectively use all Microsoft Office products (current and most recent versions)

Benefits

• Paid time off: full-time employees receive an attractive time off package
• Employee benefits package: health, dental, vision, retirement, life, and more
• Top-notch training: initial, ongoing, comprehensive, and supportive
• Career mobility: advancement opportunities and promoting from within
• Welcoming, warm, supportive culture: environment that promotes well-being and values employees as people