Help Desk Technician I

Park Place Technologies in; Highland Heights (OH); On-site; USD 42,000 - 56,000; Full time

Job summary

Park Place Technologies is seeking a Help Desk Technician L1 to deliver first-level end-user support for workstation, printer, and software issues in a fast-paced IT environment. You will handle incidents via the ticketing system, resolve hardware and software problems, and assist with deploying new devices.

Applicants should have 1–2+ years of related experience and a solid understanding of Windows, networks, and security software. A degree is preferred; on-site work is expected.

Qualifications

• 1-2+ years of related experience.
• Familiar with hardware, operating systems, networks, antivirus/firewalls and routers.
• Ability to make decisions quickly with limited information and solve problems.
• Ability to read and understand complex manuals and terminology.
• Understanding of hardware and software.
• Keen attention to detail and pattern recognition.
• Ability to diagnose and resolve complex computer/software issues.

Responsibilities

• Manages the help desk ticketing system and routes incidents to the correct IT group.
• Provides first-level end-user support for IT issues (workstations, printers, phones).
• Configures, installs and deploys new workstations and IT equipment.
• Troubleshoots and offers viable solutions to hardware and software problems.
• Handles routine technical issues over the phone and documents issues for trend analysis.
• Escalates and collaborates with team members to resolve ongoing issues.
• Installs and tests systems and software for in-house operations.
• Provides system upgrades, debugs software, and runs diagnostics as needed.
• Stays current with IT trends and provides on-call support when required.

Skills

Operating systems

Hardware knowledge

Networks

Virus software/firewalls

Routers

Windows OS

Customer support

Education

Associate or Bachelor's degree

Tools

Ticketing system

Remote support tools

Job description

The Help Desk Technician L1 is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. Also, referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. The primary goal of this person is to provide great service to internal customers by solving problems & fixing issues quickly. Help Desk Technicians are often individuals who can think on their feet, be empathetic to others' problems and show resolve in examining a computer issue in order to deliver a satisfactory solution.

What you'll be doing:

• Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IT department.
• First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues).
• Configures, installs, and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees
• Troubleshoot and offer viable solutions to various hardware and software problems
• Handle routine and basic technical issues that can be fixed in the course of a phone call.
• Apply knowledge of particular software and hardware applications and follow standard practices to address user issues.
• Collaborate with team members and manager as needed to escalte and fix ongoing issues.
• Responsible for installing and testing systems and software inherent to in-house computer operations.
• Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed.
• Document incoming calls & record specific issues to identify ongoing issues or patterns.
• Create manuals to address specific problems for future reference.
• Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades.
• Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users.
• Stays abreast of new and emerging information technologies as well as current trends.
• Provides emergency on-call support, as needed.
• Other duties as assigned.

What we're looking for:

• 1-2+ years of related experience.
• Familiar with hardware, operating systems, networks, virus software/firewalls and routers.Familiar with upgrades, installations and common technical issues that can arise in Windows, mobile applications, etc.
• Ability to make decisions quickly with limited information and solve problems.
• Ability to read and understand complex manuals & terminology.
• Understanding of hardware & software.
• Keen Attention to detail.
• Ability to recognize patterns.
• Ability to diagnose and resolve complex computer/software technical issues.

Bonus Points:

• Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.

Education:

• Associate or Bachelor's degree highly preferred.

Travel:

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.IT/IS