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IT Help Desk Support Technician I


The IT Support Technician I position is responsible for responding to and diagnosing routine desktop problems to ensure user satisfaction. This position involves problem recognition and investigating the correct steps to address IT related issues. Works onsite with users to address specific IT related issues.

  • Builds and configures desktop PCs, laptops and mobile devices
  • Analyzes, diagnoses and resolves software and hardware incidents
  • Records, updates and documents requests using the IT ticket request system
  • Provides support to individuals utilizing the Walk-Up Support window
  • Conducts new user hardware setup and relocation
  • Maintains a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
  • Maintains good verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization

  • Vocational Training with equivalent experience in Computer Science, Networking, Computer Repair, Business Systems, or other related technical fields; or 2 years of end-user support experience or related field
  • Proven ability to work within a team environment as well as independently, multi-task and adapt to frequent change
  • Good customer service skills
  • Strong communication skills, both oral and written

  • Associates degree or two years of hands-on technical experience in a technology desktop support role
  • A Certification
  • Microsoft Certified Solutions Associate
  • Has demonstrated a good understanding of fundamentals required for application and technology support

  • Accountability
  • Excellence
  • Innovation
  • Safety
  • Teamwork & Collaboration
  • Communication
  • Process & Analytic Ability
  • Learning Agility

  • Help Desk - Level Two
  • Technical Trouble Shooting - Level Two
  • Network Operations - Level One
  • Hardware Installation and Support - Level One
  • Software Installation and Support - Level One

  • Office environment
  • This position is also expected to work on-site with users in various field environments
  • While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand, walk and use hands. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job includes close vision and distance vision.
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