Help Desk Technician I

LifeWorks

Job Title:

Help Desk Technician I

Department:

Information Technology

SUMMARY 

The Help Desk Technician I is responsible for supporting the installation and configuration of technology assets according to operational procedures established by the agency. This position delivers deskside support to agency stakeholders in troubleshooting problems with technology. This position supports basic identity and access administration of user accounts and security groups across the agency enterprise.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Assists with maintaining inventories of computer assets, decommissioning systems, and securely wiping data as needed.
• Responds to help desk tickets, phone calls, and emails to resolve hardware, software, and network issues; and escalates complex issues to higher-level support staff, as necessary.
• Provides positive customer service experience to internal staff through clear communication and IT request follow-up.
• Provide technical support for Windows and macOS systems, Microsoft 365, printers, and mobile devices.
• Assist with password resets, account access, and basic troubleshooting.
• Document support interactions and resolutions in the ticketing system.
• Maintain a clean and organized IT workspace and inventory.
• Performs basic problem solving and assistance on various software applications and hardware systems.
• Provides individual instruction and/or training to users on new or updated technologies.
• Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Other duties as assigned.

QUALIFICATIONS 

EDUCATION AND EXPERIENCE 

• Preferred,  6 months of IT Help Desk experience
• Preferred, Relevant certifications in the area of technology service or support, or
• Pursuing vocational certification or a higher education degree in computer.
• Understanding of 

CORE COMPETENCIES AND SKILLS

• Client Focus – Builds strong client relationships and delivers client-centered solutions.
• Action Oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Interpersonal Savvy – Relates openly and comfortably with diverse groups of people across levels, functions, cultures, and geography.
• Values Differences – Recognizes the value that different perspectives and cultures bring to an organization; is sensitive to socio-economic and cultural norms, expectations, and ways of communicating.
• Instills Trust – Gains the confidence and trust of others through honesty, integrity, and authenticity.
• Situational Adaptability – Adapts approach and demeanor in real time to match the shifting demands of different situations.

PHYSICAL/ENVIRONMENTAL REQUIREMENTS:

• Frequently is required to walk, stand, climb stairs, and sit; use hands to operate or handle office tools and electrical equipment, including telephone and computer; and reach with hands and arms
• Frequently required to speak, listen, hear, and write. 
• May lift and/or move up to 25 pounds and occasionally lift up to 50 pounds.
• Works on a computer, requiring the ability to view a monitor for long periods of time.
• Noise level in the work environment is usually light to moderate.
• Frequent travel between office locations.