IT Help Desk Technician

Provide onsite IT help desk and internal systems support across multiple locations, resolving hardware and software issues for end users.

Responsibilities

• Handle help desk issues and service requests for internal customers
• Provide updates, status, and completion information using published procedures
• Enter and complete problem tickets in the approved tracking system
• Log all repairs and services performed
• Prepare progress reports for weekly IT meetings
• Maintain the help desk database and ensure timely closure of PC complaints
• Provide 2nd-level support for computer hardware in a Windows 20010/2012/2016 environment using TCP/IP connectivity
• Apply working knowledge of COTS software, system operating loads, problem ticket resolution, and end user application support
• Install, maintain, and repair business-supporting computer equipment, including:
  • Laptops, desktops, and tablets (iPads)
  • Smart phones (iPhone/Android)
  • Communications equipment (digital and IP phones)
  • Printers and local area networks
  • Wide area networks
  • Computer peripherals and related software used by end users
• Support end users located at remote locations
• Install software, hardware, and peripherals on user premises (for example: monitors, keyboards, printers, network interface cards, disk drives)
• Perform PC Adds/Moves/Changes
• Install, upgrade, and configure network printing, directory structures, rights, security, and software
• Maintain Windows updates and security updates for all workstations
• Maintain virus protection on all devices
• Assist with maintaining system backups
• Manage software media and the license library
• Maintain inventory of capital equipment and computer parts used for maintenance
• Document policies and procedures, end-user documentation, installation instructions, network and system design documents, system and script documentation, and test plans
• Work independently by managing time across projects and user support calls
• Support activities assigned by the direct supervisor or other information systems groups
• Perform other related duties as assigned

Requirements

• HS Diploma or General Equivalency
• At least 21 years of age
• Valid AZ Driver’s License
• AZ Fingerprint Clearance Card or eligibility to obtain one
• Minimum 2 years of experience supporting MSOffice products, Windows 10 clients, installing and/or repairing computer hardware, and a variety of software applications
• Familiarity with Windows 2008/2012 servers, Windows applications, remote connectivity issues, network terms, database terms and definitions
• Basic understanding of networking
• Microsoft certification and/or A+ certification is a plus
• Strong problem-solving skills with attention to detail
• Good written and verbal communication skills
• Strong customer service skills (friendly, approachable, motivated, strong work ethic, high degree of integrity)
• Flexibility to work occasional evenings, weekends, and/or overtime

Technologies

• MSOffice
• Windows 10
• Windows 2008/2012
• Windows applications
• TCP/IP
• COTS software
• Windows 20010/2012/2016
• Remote desktop capabilities
• Digital and IP phones
• iPads
• iPhone/Android
• Network printing
• Virus protection
• System backups
• Software media and license library

Physical Demands and Work Environment

• Regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach
• Ability to stoop and kneel to install computer equipment
• Close vision requirements due to computer work
• Light to moderate lifting is required
• Regular, predictable attendance required, including quarter-driven hours as business demands dictate
• Moderate noise level (business office with computers, phone, printers; light traffic)
• Ability to work in a confined area
• Ability to sit at a computer terminal for an extended period

Expected Behaviors

• Standards of Conduct: Demonstrates knowledge of, adherence to, and willingness to promote Touchstone’s Standards of Conduct
• Safety: Follows safety policies and procedures; uses good judgment to ensure safety of clients/members, self, employees, community, and others (includes driving and work area/living environment)
• Mission: Demonstrates dedication to Touchstone’s mission and vision; supports Touchstone’s philosophy of care with positive, caring, compassionate collaboration
• Ethics: Conducts business aligned with internal/external guidelines and regulations; uses Touchstone resources prudently; reports concerns to a supervisor/appropriate manager

Our Core Values

• Communication: Communicates clearly and respectfully, listens actively, ensures information is understood
• Collaboration: Works across teams, shares knowledge and resources, contributes to common goals
• Empathy: Demonstrates compassion, respect, and understanding for perspectives, experiences, and needs
• Transparency: Promotes openness and trust through honest communication, accountability, and sharing relevant information