IT Help Desk Technician in Prattville, AL at Kinedyne

Date Posted: 11/2/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    11/2/2022

Job Description


JOB PURPOSE: To assist end users with Tier 1 technical and product support, diagnose and solve technical problems, and provide onboarding guidance to newly hired staff. Maintain and troubleshoot the company IT infrastructure delivering critical applications and data. The IT Help Desk Technician will collaboratively partner with team members in the corporate IT group and other departments to ensure a high level of service and customer satisfaction.

This position is located in Prattville, AL, and requires daily commuting to the worksite. No relocation assistance is available.

SUPERVISORY RESPONSIBILITIES: None.

RESPONSIBILITIES:

• Respond and follow up on technical help tickets submitted via the help desk ticket management system.
• Provide IT support for Windows, Microsoft Office, and a variety of other applications.
• Use the Microsoft Office 365 platform to assist with account access issues, passwords, and installation of software using remote TeamViewer and MS Teams programs.
• Assist in performing computer hardware replacement and hardware maintenance.
• Investigate and implement solutions to technical issues.
• Identify recurring technical issues and propose solutions to address root problems.
• Assist in routing incoming requests to the appropriate team member.
• Escalate networking and system-related technical issues and requests to the Tier 2 IT team.
• Provide audio/visual setup and support for client meetings and presentations.
• Assist with updating and repurposing existing computers, phones, and tablets.
• Assist in inventory organization and deployment of new computers.
• Maintain an inventory of spare computer parts and supplies and submit purchase requisitions for replenishment.
• Proactively stay knowledgeable of new technologies by seeking out and researching opportunities to increase knowledge and skills on computer-related peripherals and products.
• Perform special projects and complete all other duties as assigned or requested for the general support of the organization.

WORKING CONDITIONS/EXPOSURES:

• Working conditions are primarily in a climate-controlled office setting with time sometimes spent in manufacturing and warehouse environments.
• Employees are expected to maintain their work area in a neat, clean, orderly, and safe manner.

COMPETENCIES:

Core Competencies:
• Customer Focus – Understanding who your customer is and their needs.
• Dealing with Ambiguity – Comfortable dealing with change and situations in which a clear answer has yet to be discovered.
• Drive for Results – Identifying key goals and using all available people and resources to get there.
• Priority Setting – Knowing what comes first.

COMPETENCIES (cont.):

Other Competencies:
• Strong social and communication skills including interpersonal, telephone, and email skills to successfully work and communicate with a variety of personalities and organizational levels.
• Must be able to maintain a professional, organized, and positive demeanor, even when dealing with difficult issues and challenging situations.
• Ability to think and operate on the fly, to assess situations, to weigh options, and to make sound decisions.
• Willing to learn and willing to employ creativity to try new things.
• Must take initiative to seek out and resolve issues.

PHYSICAL DEMANDS:

• Frequent use of computers and related equipment (sitting for extended periods, typing, viewing screen, use of mouse).

KNOWLEDGE and SKILLS:

• Experience using Microsoft Office 365 and Windows 10/11.
• Competent using Microsoft products such as the following: Microsoft server operating systems, Active Directory, Enterprise Office 365, Exchange, OneDrive, SharePoint, Skype for Business, Azure.
• Experience with computer operating systems.
• Experience with usage and settings of Apple iOS and Android mobile systems.
• Knowledgeable regarding IT service desk management systems.
• Knowledgeable regarding general IT networking and server/storage operations.
• Knowledgeable regarding printing and common printer operations and issues.
• Service oriented approach in IT (ITIL certified is an advantage).
• Able to conceptualize hardware/software and network interoperability to diagnose problems in a logical manner.

EDUCATION and CERTIFICATIONS:

• An Associate’s Degree in Information Technology, Computer Science, and/or a related field or equivalent technical education and experience.
• A+ certified or equivalent knowledge/education.

EXPERIENCE:

• Operational experience in IT end user support and in IT infrastructure support.
• Prior experience in customer service and/or office administration is preferred.
• A combination of years of experience, advanced education, and industry-specific training and experience may be considered in lieu of the minimum requirements.