IT Help Desk

Fox Motors; Grand Rapids (MI); On-site; USD 42,000 - 64,000; Full time

Job summary

Fox Motors in Grand Rapids, MI is seeking an IT Help Desk technician to ensure smooth computer operations so end users can accomplish organizational tasks.

You will receive, prioritize, document and resolve end user requests, perform hands-on fixes, test solutions and create knowledge base materials to improve future support. Strong written and verbal communication and basic hardware knowledge are required.

Qualifications

• High School diploma or equivalent, and/or 1 year work experience in related field.
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Windows, Ubuntu Linux, and macOS
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Responsibilities

• Field incoming help requests via telephone and work orders in a courteous manner.
• Document end user identification information and nature of problem.
• Prioritize and schedule problems; escalate when required.
• Record and track the resolution process to final outcome.
• Apply diagnostic utilities to aid in troubleshooting.
• Access updates, drivers, and knowledge bases to aid resolution.
• Identify and learn software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing software and configuring systems.
• Test fixes to ensure proper resolution.
• Develop help sheets and knowledge base articles for end users.

Skills

Windows

Linux

macOS

Diagnostics

Documentation

Communication

Interpersonal skills

Prioritization

Troubleshooting

Problem-solving

Education

High School diploma or equivalent, and/or 1 year work experience in related field

Tools

Help desk software

Job description

The IT Help Deskrole is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Essential Duties:

• Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Operational Management
  • Field incoming help requests from end users via both telephone and work orders in a courteous manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and knowledge base articles for end users.
  • Perform related duties consistent with the scope and intent of the position.

Skills & Experience:

• High School diploma or equivalent, and/or 1 year work experience in related field required.
• Knowledge of basic computer hardware
• Experience with desktop operating systems including Windows, Ubuntu Linux, and macOS
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.