Job Description

The Help Desk Technician I will be responsible for supporting and managing Updikes end user environment. The position requires the candidate to take ownership, provide technical assistance, and resolution for user issues related to Windows operating system, company software programs, hardware (desktops, laptops, monitors, mice, keyboard, servers, printers, RF guns, label printers), Bluetooth headsets, VOIP system, network including wireless access points, Cisco AnyConnect VPN, Microsoft Office 365, e-mail, distribution groups, etc

• Installation and setup of new users: PCs/laptops, as well as monitors, keyboard, mice, printers, Bluetooth phones, application access, etc
• Perform/support hardware and workstation software installations for projects. eg. FedEx Ship Manager, UPS WorldShip
• Provide IT support for all hardware and software
• Assist with user / desk moves
• Help remote users with internet and all connectivity issues
• Manage / procure necessary hardware as required / Manage assets
• Manage Help Desk tickets using ZenDesk
• Support all hardware used by the organization / Provide basic support for business applications
• Test Windows updates for any issues before we deploy to end users
• Other duties may be added and/or assigned as needed

• Exceptional customer service skills
• Strong organization skills, attention to detail, positive and constructive attitude
• Strong problem-solving and technical skills to support/resolve business issues
• Strong proficiency in Windows, Excel, Word, Outlook, and Office 365
• Strong desire to learn, improve, and take charge of processes and process improvement
• Ability to work independently with little to no guidance
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Complex Problem Solving - identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Integrity, honest, and ethical

• Bachelors degree or greater in Computer Science / Information Management

• While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment.
• The employee frequently is required to talk verbally and listen attentively.
• The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch.

• While performing the duties of this job, the employee will be in an open office environment where it may be noisy from time to time.
• Candidate must be able to work in a team-oriented, fast-paced environment.
• Candidate must be able to lift and carry 25 lbs. Heavier items will require assistance of a dolly and/or another person.