Help Desk Technician
Help Desk Technician
SUMMARY: The Help Desk Technician is responsible for providing technical support by maintaining the smooth operation of end user computer systems of LaSalle Group and its affiliates. This position is under the direction of the Help Desk Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.
Primary responsibility is user support and customer service.Be present and visible in the Help Desk and available to users requiring technical assistance.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Follow standard Help Desk operating procedures; accurately log all Help Desk contacts.
Accept general responsibility for help desk requests and assets.
Become familiar with available help resources; stay updated on the company’s technology changes or issues.
Maintain Service Level Agreements (SLAs) for requests and issues.
Complete system provisioning and permissions tasks, including password resets, Active Directory allocations, software user account maintenance, and other system user configurations.
Provide technical assistance on configuring and deploying PCs, Laptops, smart phones, tablets, desk phones, copiers and other devices.
Troubleshoot issues with network connectivity, software setup, hardware configuration, and other issues on user devices.
Provide Level 1 support for software and hardware issue requests, manage communication between parties through resolution of issues.
Act as liaison between users and system vendors, assist in resolving open issues with vendor technologies.
Provide Desktop Management support, including PC imaging, asset management, and order/ship/receive tasks.
Travel to local communities and remote regional communities and offices up to 25%.
Assist with other projects as needed.
MANAGERIAL AND BUDGETARY RESPONSIBILITIES: There are no managerial or budgetary responsibilities for this position.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.
1-3 years’ experience in customer service with emphasis on hardware/software troubleshooting.
1-3 years’ experience in Information Technology or related field or equivalent combination of education and experience.
HS Diploma, some college and/or technical training
Working knowledge of fundamental operations of relevant software, hardware and other equipment.
Ability to effectively communicate by phone or in person.
Analytical and troubleshooting skills.
Shows initiative and acts independently to resolve problems.
Ability to manage multiple priorities and follow through on projects to completion.
- Ethics - Follows through on commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Dependability - Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions.
Quality Management - Includes staff in planning, decision making, and process improvement; Makes self available to staff; Improves processes, products, and services; Continually works to improve supervisory skills.
Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition; Aligns work with strategic goals and profitability.
PHYSICAL DEMANDS: The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required to stand and walk regularly, occasionally sit, lift and/or move up to 50 pounds.
Job Status: Full Time