Switch
Help Desk Technician I
Switch, Las Vegas, Nevada, us, 89105
General Purpose of the Position:The purpose of this position is to provide support for Switch internal end users. In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment.
Supervisory Responsibilities:This position has no supervisory responsibilities.
Essential Duties and Responsibilities:
Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issuesProvide helpdesk support and resolve problems to the end user's satisfaction, both on site and using remote tools such as Remote Desktop or BomgarMonitor and respond quickly and effectively to requests received through the IT helpdeskTroubleshoots problems using desktop remote control products where possible and documents all services providedMonitor the ticketing system for tickets assigned to the queue and process first-in first-out based on priorityModify configurations, utilities, software default settings, etc. for the local workstationUtilize and maintain the helpdesk tracking softwareDocument internal proceduresAssist with onboarding of new usersEnsure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipmentInstall, test and configure new workstations, peripheral equipment and softwareMaintain inventory of all equipment, software and software licensesManage PC setup and deployment for new employees using standard hardware, images and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredCreate/modify user accounts within Active Directory
Other Duties:
Performs other duties as requiredAccurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer serviceUses verbal and written communications to demonstrate a customer-focused attitude when dealing with customersInteracts with customers of IT services with a high degree of tact and diplomacy to promote a positive image of the IT department
Required Job Skills
:
Must be customer-focused, work well in a team environment, and provide quality service for the business clientMust pay very close attention to detailMust have very good phone etiquetteMust have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows Platform
Computer Equipment and Software
:
Experience administering windows domains with technologies:
Active DirectoryServer operating systemsPerformance monitoring systemsScripting/automationWindows deployment Utilities
Hands on ability with server equipment, client, and operating systemsAbility to document, update, and implement system design
Education and Experience:Certification: COMPTIA A+, COMPTIA Security+
Education: Associate Degree in related Information Technology field, or equivalent job experience for at least 1 yearPhysical Demands:The physical demands described here 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.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds.
Supervisory Responsibilities:This position has no supervisory responsibilities.
Essential Duties and Responsibilities:
Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issuesProvide helpdesk support and resolve problems to the end user's satisfaction, both on site and using remote tools such as Remote Desktop or BomgarMonitor and respond quickly and effectively to requests received through the IT helpdeskTroubleshoots problems using desktop remote control products where possible and documents all services providedMonitor the ticketing system for tickets assigned to the queue and process first-in first-out based on priorityModify configurations, utilities, software default settings, etc. for the local workstationUtilize and maintain the helpdesk tracking softwareDocument internal proceduresAssist with onboarding of new usersEnsure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipmentInstall, test and configure new workstations, peripheral equipment and softwareMaintain inventory of all equipment, software and software licensesManage PC setup and deployment for new employees using standard hardware, images and softwareAssign users and computers to proper groups in Active DirectoryPerform timely workstation hardware and software upgrades as requiredCreate/modify user accounts within Active Directory
Other Duties:
Performs other duties as requiredAccurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer serviceUses verbal and written communications to demonstrate a customer-focused attitude when dealing with customersInteracts with customers of IT services with a high degree of tact and diplomacy to promote a positive image of the IT department
Required Job Skills
:
Must be customer-focused, work well in a team environment, and provide quality service for the business clientMust pay very close attention to detailMust have very good phone etiquetteMust have a technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows Platform
Computer Equipment and Software
:
Experience administering windows domains with technologies:
Active DirectoryServer operating systemsPerformance monitoring systemsScripting/automationWindows deployment Utilities
Hands on ability with server equipment, client, and operating systemsAbility to document, update, and implement system design
Education and Experience:Certification: COMPTIA A+, COMPTIA Security+
Education: Associate Degree in related Information Technology field, or equivalent job experience for at least 1 yearPhysical Demands:The physical demands described here 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.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, bend, use hands, operate a computer, and have specific vision abilities to include close and distance vision, and ability to adjust focus working with computer and business equipment.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds.