Help Desk Technician

EDIS Group; Cincinnati (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

EDIS Group in Cincinnati seeks a Level 1 IT Support specialist to document, investigate and resolve hardware and software problems for end users. You will support the IT team on projects and assignments, log issues, and ensure timely resolution.

The role requires hands-on troubleshooting of PCs, networks, and office software, user training, and clear communication with users. Familiarity with Track-IT and basic Microsoft tools is helpful.

Qualifications

• Associates Degree or equivalent experience with computers.
• Knowledge of Windows OS and MS Office is preferred.
• Familiarity with ticketing systems and ITIL basics is helpful.

Responsibilities

• Answers, evaluates, and prioritizes user requests for assistance.
• Interviews end users and documents details to guide diagnostics.
• Troubleshoots PC hardware/software and escalates as needed.
• Works with Track-IT to log calls and maintain records.
• Trains users on Windows and MS Office applications.

Skills

Troubleshooting

Communication

Documentation

Customer service

Education

Associates Degree or equivalent experience

Tools

MS Office

Windows OS

Numara Track-IT

System Center Configuration Manager

Job description

Summary

Provides level one computer support for computer users by documenting, investigating and resolving software and hardware problems, including supporting other members of IT team with projects and assignments.

Essential Duties and Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
• Interviews end users and documents details about help requests then leads the user through diagnostic procedures to determine source of error.
• Performs PC hardware and software troubleshooting. This includes: problem recognition, research, isolation, resolution and follow-up, as well as problem escalation to next tier infrastructure support as needed.
• Logs and tracks calls using the Track-IT Work Order System. Also maintains historical records and related problem documentation.
• Monitors and releases quarantined email making sure that threats are not passed through.
• Installs, upgrades and troubleshoots PC hardware, peripherals and software.
• Installs, upgrades and troubleshoots networking hardware including wireless networks and router configurations.
• Trains users in the use of Windows, Microsoft Office and other software as needed.
• Assists in the editing and revision of user training manuals and departmental procedures.
• Contacts software and hardware vendors to request service for defective products.
• Required to maintain and submit accurate billing sheets, travel logs as well as install sheets.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Associates Degree or equivalent experience working with computers.

Computer Skills

Intermediate to expert knowledge of MS Office and MS Windows Operating Systems, Numara Track-IT, General PC hardware, Microsoft System Center configuration manager toolset knowledge would be beneficial.

Certificates and Licenses

Network A+ (Hardware and Software) certifications. (Desired but not required)