LEVEL 1 HELP DESK TECHNICIAN

THE ANTI-CRUELTY SOCIETY JOB DESCRIPTION JOB TITLE : Level 1 Help Desk Technician DEPARTMENT : Accountability & Transparency REPORTS TO : CFO STATUS: Exempt GENERAL SUMMARY Under the direct supervision of the CFO with dotted line responsibility to the IT Consultant, the Help Desk Technician monitors and maintains the company's network systems. Troubleshoots systems and makes improvements when necessary. Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves the most technical user problems. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach or assist less experienced team members. May require an associate's degree or its equivalent. Has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. ESSENTIAL JOB FUNCTIONS Uphold the PETS Work Culture Agreement through Praise, Engagement, Trust, and Support Knowledge of, and experience working with, computers and related equipment Must demonstrate competence by completing hands-on diagnostic and repair exercises and by explaining how specific problem situations would be approached Knowledge of, and experience with, using the Internet as a reference tool in solving computer problems, e.g. Google, TechNet, and other vendor-specific forums Experience troubleshooting standard software such as the Microsoft Office suite of programs and Windows operating systems, including editing the Windows registry Knowledge of SaaS software, e.g. Office 365, SharePoint, OneDrive for Business, and other hosted apps. Knowledge of Apple and Android mobile phones, common mobile apps, backups and upgrades. Knowledge and experience of general networking elements such as TCP/IP, DNS, DHCP Knowledge and experience recognizing and removing viruses and malware Ability to provide training and support to agency personnel Ability to work in a cooperative and supportive manner with a variety of people who possess varying skill levels in person, over the telephone, and through email Must be able to transport, lift, move and install various pieces of computer equipment (up to 70 pounds) in a variety of locations and configurations Excellent written and verbal communication skills Typically requires 1-3 years of related experience. LEVEL 1 HELP DESK TECHNICIAN DUTIES Troubleshooting: Respond to customer inquiries and troubleshoot basic hardware, software, and network issues Escalating issues: Recognize more difficult problems and escalate them to the appropriate level of support Logging: Record call activity and create support tickets Communicating: Maintain communication with customers throughout the resolution process Documenting: Contribute to knowledge base articles and FAQ documentation Training: Participate in ongoing training and development Onboarding: Assist with setting up new employees' accounts, hardware, and software Improving procedures: Identify and suggest improvements on procedures Physical Demands and Work Environment Physical Demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 70 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. ADDITIONAL RESPONSIBILITIES Other duties as required to improve the functioning of the Society and ensure a positive public image. EDUCATION REQUIREMENTS High School diploma and related field experience preferred. EXPERIENCE REQUIREMENTS 1-3 years of relevant and recent experience in an automated environment, preferably in a not-for-profit setting. Note: A comparable combination of education, experience or training that would provide the level of knowledge, skills and ability required may qualify individuals. Customer-oriented and cool-tempered. ADDITIONAL REQUIREMENTS Available to work outside of a regular work schedule, including evenings, weekends or holidays, as assigned or required. The job description is a guide to the essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands, and work environment conditions. Job descriptions are reviewed and revised to meet the changing needs of the organization at the sole discretion of management. The Anti-Cruelty Society is an equal opportunity employer.