Help Desk Technician

About This Role

The Technical Support Specialist will provide second-level technical support to internal customers by diagnosing and resolving technical issues related to hardware, software, peripherals, telephony, and radio systems. This role is crucial for maintaining the operational integrity of the company's IT infrastructure.

Responsibilities

• Field second-level technical help desk requests in a timely manner and communicate regularly with users on request status
• Maintain, analyze, troubleshoot, and repair computer systems, including laptops, desktops, printers, and other peripherals
• Assist in maintaining the telephony network across all locations, including remote sites
• Support and maintain mobile devices such as iPhones, Blackberries, Android devices, and radios
• Coordinate with third-party vendors for system repairs as needed
• Provide end-user training as required
• Update the help desk ticketing/turnover system with documented resolutions
• Keep supervisor informed of ongoing activities and issues

Requirements

• Associate's degree in Computer Science or technical certification
• 3+ years of experience in a second-level desktop support role
• Microsoft Certified IT Professional (MCITP) certification
• Strong customer service and communication skills
• Solid working knowledge of Windows XP, Vista, and Windows 7, as well as Microsoft Office applications
• Understanding of TCP/IP, LAN/WAN, and wireless infrastructures
• Experience building, configuring, and troubleshooting PC hardware components
• Ability to participate in a rotating on-call schedule
• Valid driver's license

Qualifications

• Associate's degree in Computer Science or technical certification required; Bachelor's degree preferred
• Minimum of three (3) years of experience in a second-level desktop support role

Nice to Have

• Bachelor's degree in Computer Science
• Experience with Avaya telephony systems

Skills

* Required skills

Certifications