Helpdesk Technical Support Representative

  • Full Time
  • Anywhere

Post and Courier

POSITION DESCRIPTION:  Investigates and resolves software and hardware problems of computer users by performing the following duties.

 RESPONSIBILITIES:

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.  Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
    Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
    Logs and tracks calls using problem management database, and maintains history records and related problem documentation.  Prepares standard statistical reports, such as help desk incident reports.
    Consults with programmers to explain software errors or to recommend changes to programs.  Calls software and hardware vendors to request service regarding defective products.
    Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
    Writes or revises user training manuals and procedures and Develops training materials such as exercises and visual displays.
    Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training. Installs personal computers, software, and peripheral equipment.
    Performs other duties as assigned by management

Requirements, minimum education level, and experience:

  • One year certificate from college or technical school; or six months related experience and/or training; or equivalent combination of education and experience

Knowledge, Skills and Abilities:

  • Heavy remote support, basic desktop support and troubleshooting
    MS Office, MS Windows,  LabTech (or other monitoring software), ConnectWise (or other tracking software), Airwatch (or other MDM software), tablet/cellphone configuration and maintenance,
    VoIP, networking fundamentals
    Maintaining and monitoring systems provisioned in AWS, support and maintenance of encrypted devices

Physical Requirements:

  • Regularly required to sit for long periods of time; close eye work on computer screen; required to stand, walk, reach with hands and arms, bend and stoop; light to moderate lifting up to 30 lbs. per safety policy.

EOE

Employment Application

An Equal Opportunity Employer
To The Applicant: Federal and State law prohibits discrimination in employment practices because of race, color, religion, sex, sexual orientation, citizenship status, age, national origin, genetic information, physical or mental disability, past, present, or future status in the uniformed services of the United States, or any other characteristic protected under applicable federal, state or local law (“Protected Characteristics”). No question on this application is asked for the purpose of limiting or excluding any applicant’s consideration for employment on the basis of any of the above. We appreciate your interest in the Company and we are sincerely interested in your qualifications. Please be advised that all employees at the Company must undergo a drug screen and criminal record check prior to beginning employment.

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"I certify that the information contained in this application is correct to the best of my knowledge and understand that falsification of this information is grounds for refusal to hire or dismissal. I agree that any health examination and/or drug or alcohol screen required by the Company is made with my consent. The Company will require that applicants and employees submit to drug and/or alcohol screening if requested to do so. The submission to such testing is a term and condition of employment or of continued employment. Applicants who refuse to complete this screening process as scheduled, or whose test results are considered unacceptable to this facility shall be ineligible for employment at the Company. This applicant acknowledges and agrees to the terms and conditions of employment.

I authorize any of the persons or organizations referenced in this application to give you any and all information concerning my previous employment, education, or any other information they might have, personal or otherwise, with regard to any of the subjects covered by this application and release all such parties from all liability for damages that may result from furnishing such information to you. I authorize you to request and receive such information. In consideration for my employment and my being considered for employment by the Company, I agree to conform to the rules and regulations of the Company and acknowledge that these rules and regulations may be changed, interpreted, withdrawn, or added to by the Company at any time, at the Company’s sole option and without any prior notice to me. I further acknowledge that my employment may be terminated, and any offer of employment, or my acceptance of an employment offer, if such is to occur, may be withdrawn, with or without cause or without prior notice, at any time, at the option of the Company or me. I understand that no representative of the Company has any authority to enter in to any agreement for employment for any specific period of time or to assure that any other personal action, either prior to commencement of employment or after I have become employed, or to assure any benefits or terms and conditions of employment or make any agreement contrary to the foregoing. I understand that employment is AT-WILL. I understand that if I am convicted of a felony while employed by the Company, I will be terminated immediately. I acknowledge that I have been advised that this application will remain active for no more than 90 days from the date it was made. I understand that failure to complete this application will void the application and I will no longer be considered a candidate for the job for which I have applied.

If I am hired as an employee of the Company, I hereby authorize the Company to deduct from my paycheck the balance of any financial obligation I owe and have with the Company that I have not fulfilled at the time of my separation from employment with the Company."


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