Help Desk Technician - Valparaiso, IN

Under general supervision, provide technical software, hardware, and network problem resolution to all clients by performing:

• CUSTOMER SERVICE WILL BE YOUR #1 PRIORITY!
• Question/problem diagnosis and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems.
• Guiding users through step-by step solutions in a call center environment
• Clearly communicate technical solutions in a user-friendly, professional manner
• Provide one-on-one end-user training as needed
• Assist In House Technicians and On Site Technicians
• Troubleshoot network printer problems
• Pass more complex end-user problems on to On Site Technicians or Technical Supervisor
• Conduct hardware and software inventory database maintenance and reporting
• Perform related work as required.
• Field all Help Desk calls from clients and creates the initial record on Tracker
• Resolves all Level One end-user problems over the phone
• Passes all Level Two requests on to an On Site Technician or Technical Supervisor
• Contacts third-party vendors for warranty service repair or passes on to a Sales Technician
• Helps In House Technicians deliver, tag, sets up, and assist in the configuration of end-user PC desktop hardware, software, and peripherals.
• Assists Technical Supervisor in creating materials for end-user frequently asked questions
• Communicate repair issues and resolutions with supervisor.

Job Requirements

• Desktop operating systems, various software applications and hardware for the PC
• Principles and theories of network systems and management, internet technologies and products
• Understanding of electrical safety procedure.
• One year college level course work and MCP (Microsoft Certified Professional) or equivalent
• One year providing end-user phone support for current PC desktop and application software OR one year installing, upgrading, troubleshooting and repairing personal computers in a network environment.
• Requires shift work
• Must be able to sit for prolonged periods of time in front of a computer
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking

Other Information

• Communicate repair issues and resolutions with supervisor.
• Conducting themselves in a professional and respectful manner with fellow employees and offer assistance where needed.
• Ability to work in a group/team environment.
• Back up for On Site Technicians.
• Accuracy and attention to detail
• Must have valid drivers license.
• Candidates with extensive computer hardware knowledge or Windows 95/98/2000 and more experience will receive additional consideration.
• MCP and MCSE (or applicable field experience); A+; Network+ (ideal, not required)

[Back to Top]