Help Desk Technician I
Specialty Coating Systems, Indianapolis, IN, United States
Provide day to day support of company-wide IT operations to 250+ worldwide users for company-wide PCs, software applications (including MS Office and anti‑virus), and various peripheral devices (printers, scanners, faxes, phones, digital cameras, etc.).
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Image, configure and deploy new PCs to over 15 locations worldwide.
Quickly analyze and solve technical problems. Resolve technical support issues via telephone, email, in person or remotely.
Troubleshoot hardware (PCs, laptops, tablets, printers, smart phones, etc.), software and network issues with a direct focus on the source(s) of problems.
Develop and maintain current, easy‑to‑understand documentation. Recognize recurrent problems and document resolution procedures.
Document all incidents in the help desk tracking software, including how issues were resolved and what communication took place. Escalate, coordinate and collaborate on support incidents. Monitor status of all open tickets.
Participate in the ordering, installation, configuration, maintenance and integration of computer hardware, software, communication and connectivity systems/devices in accordance with established company procedures and security needs.
Maintain accurate inventory of IT‑related equipment in company database.
Communicate technical solutions in a user‑friendly and professional manner, both verbally and in writing.
Takes ownership of client issues.
Stay abreast of current software and hardware technologies as it relates to business needs.
Travel domestically and internationally up to 10% to support internal customer base.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES
Participate in longer‑term projects, which include researching, testing, and providing feedback to team members.
May provide occasional training to peers and co‑workers.
Will absorb other duties and projects as assigned and dictated by business requirements.
EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE
Bachelor's degree in Business, Information Technology or related field required, with 2+ years of related experience in a Help Desk support environment. Must have working experience with remote access and remote desktop assistance tools. Must have technical experience within a Windows environment. Must possess and maintain a valid US driver's license and a current US Passport.
BASIC SKILLS
Possesses well‑developed communication, organizational and interpersonal skills.
Possesses a strong sense of customer service and issue ownership.
Has intermediate to high proficiency in Microsoft Excel, Power Point, and Word software.
Ability to troubleshoot issues and perform root cause analysis.
Proven ability to work effectively in a team‑oriented, collaborative environment.
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.
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ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Image, configure and deploy new PCs to over 15 locations worldwide.
Quickly analyze and solve technical problems. Resolve technical support issues via telephone, email, in person or remotely.
Troubleshoot hardware (PCs, laptops, tablets, printers, smart phones, etc.), software and network issues with a direct focus on the source(s) of problems.
Develop and maintain current, easy‑to‑understand documentation. Recognize recurrent problems and document resolution procedures.
Document all incidents in the help desk tracking software, including how issues were resolved and what communication took place. Escalate, coordinate and collaborate on support incidents. Monitor status of all open tickets.
Participate in the ordering, installation, configuration, maintenance and integration of computer hardware, software, communication and connectivity systems/devices in accordance with established company procedures and security needs.
Maintain accurate inventory of IT‑related equipment in company database.
Communicate technical solutions in a user‑friendly and professional manner, both verbally and in writing.
Takes ownership of client issues.
Stay abreast of current software and hardware technologies as it relates to business needs.
Travel domestically and internationally up to 10% to support internal customer base.
ADDITIONAL FUNCTIONS AND RESPONSIBILITIES
Participate in longer‑term projects, which include researching, testing, and providing feedback to team members.
May provide occasional training to peers and co‑workers.
Will absorb other duties and projects as assigned and dictated by business requirements.
EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE
Bachelor's degree in Business, Information Technology or related field required, with 2+ years of related experience in a Help Desk support environment. Must have working experience with remote access and remote desktop assistance tools. Must have technical experience within a Windows environment. Must possess and maintain a valid US driver's license and a current US Passport.
BASIC SKILLS
Possesses well‑developed communication, organizational and interpersonal skills.
Possesses a strong sense of customer service and issue ownership.
Has intermediate to high proficiency in Microsoft Excel, Power Point, and Word software.
Ability to troubleshoot issues and perform root cause analysis.
Proven ability to work effectively in a team‑oriented, collaborative environment.
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.
#J-18808-Ljbffr