IT Help Desk Technician
hace 4 días
Indianapolis
Job Description This is an onsite position The IT Helpdesk Technician contributes to meeting Langham’s Life Science Services goals of exceptional customer service, quality, process improvement, and profitability by being responsible for Tier 1 helpdesk support for 250+ employees across multiple locations. Support includes problem determination, problem incident recording, problem resolution and problem escalation (as necessary) for Langham supported software and hardware. The IT Helpdesk Technician also includes provisioning & installing the supported software and hardware as well as providing training to end users for new hire orientation, self-service, utilization of new and existing IT resources. Key Outcomes Expected • Provide excellent customer service to all Langham associates, • Properly route, escalate, and track helpdesk tickets, • Provide technical assistance and support for incoming queries and issues related to computer systems, hardware, and software, • Effectively communicate problem-solving steps to end users, • Effectively utilize all communication resources to provide assistance to end users: ticket system, chat, phone, email, and in-person., • Follow up with customers, provide feedback, and see problems through to resolution, • Provide training to end users for New Hire Orientation, self-service, and utilization of new and existing IT resources., • Proactively participate in continued improvement of IT processes and resources, • Update and manage IT Knowledge Base for continued improvement and self-service Coordinate with Tier 2 technicians and engineers to resolve applicable issues, develop processes, and deploy cyber security initiatives. Software • Install, update, manage, and monitor support IT software. Including Microsoft Office 365, Windows OS, Helpdesk System, and Cyber Security Systems, • Coordinate with vendors for software related technical issues, • Perform scheduled and regular maintenance of supported IT software Hardware • Provision, install, repair, track, and manage supported IT hardware, • Coordinate with vendors for hardware repairs, • Set up and support audio/visual equipment for meetings and presentations, • Maintain inventory of IT hardware, • Perform scheduled and regular maintenance of supported IT hardware Critical Skills and Knowledge • Excellent customer services skills, • Collaborative approach and team player mentality within the IT Department and the entire organization, • Demonstrated effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions). Able to think logically and analytically., • Excellent oral, written, and presentation skills to effectively communicate with all levels within the company by phone, email, chat, in-person., • Excellent documentation skills, • Demonstrated ability to achieve successful outcomes in handling difficult situations and end-users., • Shows initiative and acts independently to resolve problems, • Demonstrated ability to manage multiple priorities and follow through on tasks to completion, • Must have a high level of self-motivation coupled with a strong work ethic, • Ability to perform in a face-paced, deadline-oriented environment, • Demonstrated strong technical skills, including:, • Ability to set up, maintain, and troubleshoot laptops and desktop computers including the software running on those devices, • Ability to instruct users on how to use their laptops, desktop computers, and software running on those devices, • Ability to set up and manage users in multiple systems, as well as reset and unlock users on the network, • Proficiency with the Microsoft Office 365 suite, internet browsers, MS Windows, remote management software, and dual-factor systems., • Demonstrated willingness for continual self-improvement and self-education. Langham will provide training for new skills as needed. Education and Experience • At least an Associate’s Degree in Information Technology or related field, • 2+ years of experience supporting a staff of 50 or more people Physical Demands and Work Environment: Physical movements including bending, stooping, and lifting to 50 pounds as part of daily work routine. Must be able to operate computer equipment. Work is performed in an office environment. It is expected that this position is willing to travel to other local Langham Indianapolis-area facilities as needed. Disclaimer: This job description is not intended to be all-inclusive. This position may be required to perform other related duties assigned to meet the ongoing needs of the organization. Langham reserves the right to modify job responsibilities and expectations as business demands evolve.