Help Desk Level 1

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.ResponsibilitiesOperational ManagementField incoming help requests from end users via both telephone and e-mail in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from help desk customers.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Install anti-virus software.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Develop help sheets and frequently asked questions lists for end users.Position RequirementsKnowledge & ExperienceKnowledge of basic computer hardwareExperience with desktop and server operating systemsExtensive application support experienceKnowledge of programming languagesWorking knowledge of a range of diagnostic utilitiesGood understanding of the organization's goals and objectives.Exceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation skills.Personal AttributesAbility to conduct research into a wide range of computing issues as required.Ability to absorb and retain information quickly.Ability to present ideas in user-friendly language.Highly self motivated and directed.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.Company OverviewEldre Solutions Group, Inc, a locally owned and operated company, is committed to improving the lives of seniors and caregivers through customized technology solutions. We provide low voltage technology and IT solutions, including engineering, integration and support of nurse call, wander management, real time locate systems (RTLS), staff mobility, IT Services, WiFi, desk top management, data storage, cloud services, consulting, and hosted services.Eldre Solutions Group offers a competitive compensation with potential for profit sharing bonus. We offer a full benefits package including medical insurance, dental insurance, 401k match, paid holidays, and paid time off.Come join a team of fun, bright individuals who enjoy working in a highly collaborative, outcome focused, value driven culture. A place where we work hard, laugh often and always do the right thing!EEOCEldre Solutions Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment, regardless of their race, color, creed, religion, ancestry, national origin, sex, affectional preference, disability, age, marital status or status with regard to public assistance