Longview Capital
Help Desk Technician
Longview Capital, Gibson City, Illinois, United States, 60936
Job Summary:
The Help Desk Technician provides technical support to end-users by resolving IT-related issues and ensuring that technology systems run smoothly. This role involves responding to user inquiries, troubleshooting technical problems, and providing solutions in a timely and efficient manner. The Help Desk Technician is the first point of contact for users experiencing technical issues and plays a critical role in maintaining the operational efficiency of the organization's IT infrastructure. Key Responsibilities:
User Support:
Respond to and resolve IT support requests from users via phone, email, or support ticketing system. Provide assistance with hardware, software, network issues, and other technical problems.
Troubleshooting:
Diagnose and troubleshoot computer hardware, software, and network problems. Resolve issues or escalate to appropriate technical teams when necessary.
System Maintenance:
Assist in the installation, configuration, and maintenance of software, hardware, and networking equipment. Ensure that all systems are updated and running optimally.
Incident Management:
Log all support requests and incidents in the company’s ticketing system. Track progress and ensure timely resolution, keeping users informed on the status of their issues.
Technical Documentation:
Create and maintain documentation for common issues, processes, and troubleshooting procedures. Update knowledge base articles to assist both end-users and IT staff.
User Training:
Provide training to users on new systems, software, and procedures. Offer basic troubleshooting advice to help users solve common issues independently.
Hardware Setup:
Set up new workstations, including installing operating systems, software, and network configurations. Assist in hardware repairs and replacements.
Collaboration:
Work with IT staff to ensure systems are running smoothly. Assist in supporting larger projects and system upgrades when needed.
Security Support:
Ensure that security protocols are followed when providing assistance, including password resets, software updates, and antivirus installation.
Qualifications:
Education:
High school diploma or equivalent required. A degree in Information Technology, Computer Science, or a related field is a plus.
Experience: 1-2 years of experience in a help desk or IT support role. Familiarity with common operating systems (Windows, macOS) and office productivity software (Microsoft Office, etc.). Experience with remote desktop support tools and ticketing systems.
Skills and Competencies: Strong problem-solving and troubleshooting skills. Excellent communication skills, both written and verbal. Ability to handle multiple tasks and prioritize issues in a fast-paced environment. Customer service-oriented with a patient and positive attitude. Knowledge of networking concepts (TCP/IP, DNS, DHCP) is a plus. Familiarity with Active Directory, Microsoft Exchange, or cloud services like Office 365 is a plus.
Certifications (Preferred but not required): CompTIA A+ Certification. Microsoft Certified IT Specialist (MCITP) or equivalent.
Working Conditions:
Schedule:
Full-time, Monday through Friday. May require on-call or weekend work for critical system issues or after-hours support. Environment:
Typically office-based, though remote support may be required for some users. Occasional travel to other office locations may be necessary. Physical Requirements:
Ability to sit or stand for long periods. Occasional lifting (up to 25 pounds) for hardware setups or maintenance. Equal Opportunity Employer: Minority/Female/Disability/Veteran
The Help Desk Technician provides technical support to end-users by resolving IT-related issues and ensuring that technology systems run smoothly. This role involves responding to user inquiries, troubleshooting technical problems, and providing solutions in a timely and efficient manner. The Help Desk Technician is the first point of contact for users experiencing technical issues and plays a critical role in maintaining the operational efficiency of the organization's IT infrastructure. Key Responsibilities:
User Support:
Respond to and resolve IT support requests from users via phone, email, or support ticketing system. Provide assistance with hardware, software, network issues, and other technical problems.
Troubleshooting:
Diagnose and troubleshoot computer hardware, software, and network problems. Resolve issues or escalate to appropriate technical teams when necessary.
System Maintenance:
Assist in the installation, configuration, and maintenance of software, hardware, and networking equipment. Ensure that all systems are updated and running optimally.
Incident Management:
Log all support requests and incidents in the company’s ticketing system. Track progress and ensure timely resolution, keeping users informed on the status of their issues.
Technical Documentation:
Create and maintain documentation for common issues, processes, and troubleshooting procedures. Update knowledge base articles to assist both end-users and IT staff.
User Training:
Provide training to users on new systems, software, and procedures. Offer basic troubleshooting advice to help users solve common issues independently.
Hardware Setup:
Set up new workstations, including installing operating systems, software, and network configurations. Assist in hardware repairs and replacements.
Collaboration:
Work with IT staff to ensure systems are running smoothly. Assist in supporting larger projects and system upgrades when needed.
Security Support:
Ensure that security protocols are followed when providing assistance, including password resets, software updates, and antivirus installation.
Qualifications:
Education:
High school diploma or equivalent required. A degree in Information Technology, Computer Science, or a related field is a plus.
Experience: 1-2 years of experience in a help desk or IT support role. Familiarity with common operating systems (Windows, macOS) and office productivity software (Microsoft Office, etc.). Experience with remote desktop support tools and ticketing systems.
Skills and Competencies: Strong problem-solving and troubleshooting skills. Excellent communication skills, both written and verbal. Ability to handle multiple tasks and prioritize issues in a fast-paced environment. Customer service-oriented with a patient and positive attitude. Knowledge of networking concepts (TCP/IP, DNS, DHCP) is a plus. Familiarity with Active Directory, Microsoft Exchange, or cloud services like Office 365 is a plus.
Certifications (Preferred but not required): CompTIA A+ Certification. Microsoft Certified IT Specialist (MCITP) or equivalent.
Working Conditions:
Schedule:
Full-time, Monday through Friday. May require on-call or weekend work for critical system issues or after-hours support. Environment:
Typically office-based, though remote support may be required for some users. Occasional travel to other office locations may be necessary. Physical Requirements:
Ability to sit or stand for long periods. Occasional lifting (up to 25 pounds) for hardware setups or maintenance. Equal Opportunity Employer: Minority/Female/Disability/Veteran