Information Technology Help Desk Technician

Information Technology Help Desk Technician – Tempe, AZ

With general direction from IT management, this role receives all incoming issues from clients and partners and provides excellent customer care and support by identifying and routing functional related issues to the appropriate department and addressing and resolving basic and routine DMETrack system issues. Escalates more complex issues to the second tier IT support.

Responsibilities include the following:

  • Troubleshoots computer hardware and software including but not limited to mobile phones, desktops, laptops, and Microsoft Windows environment.
  • Troubleshoots server/client applications and basic TCP/IP communications problems.
  • Analyses desktop, laptop and systems performance indicators to ensure system(s) are operating efficiently.
  • Configures, documents, upgrades, repairs and/or decommissions desktop and laptop computer hardware.
  • Receives and responds to service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems. Notifies customers of the status of issues as appropriate.
  • Performs desktop computer customer requirements/needs analysis and coordinates and oversees the implementation and usage of various computer tools. Educates customers in a respectful and considerate manner.
  • Performs inventory of installed desktop hardware and software components to ensure that accurate records.
  • Provides support in the development and capacity planning of the IT function by providing feedback and perspective for meeting support needs.
  • Relocates and sets up desktop computer devices and phones. This includes moving data and voice lines within patch panels in communications closets.
  • Provides support in the development and capacity planning of the IT function by providing feedback and perspective for meeting support needs.

Required knowledge, skills and abilities to perform the role include the following:


Education, Work Experience or Related Experience:

  • A high school diploma or equivalent is required
  • Some college is preferred. Knowledge of computer science or a closely related field.
  • An in-depth knowledge of DMETrack as obtained by one year experience in which the incumbent performed the majority of work on DMETrack. Experience may include but is not limited to performing tasks in DMETrack such as ordering, billing, procurement and inventory, contract management and vendor management.
  • One to two years direct customer service experience in a call center environment in which incumbents have business-to-business and business-to-customer experience as well as inbound and outbound experience

Specialized Knowledge, Skills & Abilities:

  • Good communication (both written and verbal) and interpersonal skills are required. The ability to interact and collaborate effectively with team members, technical staff, vendors and internal customers as described is required. A strong customer service orientation is essential.
  • Incumbents must have a good attention for detail and be able to organize and manage license records and information as described. Good organizational and time management skills are required as is the ability to perform work with little direction and work on multiple projects simultaneously.

Equipment:

  • A strong proficiency with business and communications software is required.
  • A thorough understanding and working knowledge of the following operating systems, software packages and programs are required: Lenovo desktops and laptops, Symantec AntiVirus, MS Office Programs, DMETrack, GoToMeeting, ZenDesk, Phone Systems, Network connectivity troubleshooting, Google Apps for Business, and Google Documents.

NOTE: To apply for this position, please send your resume and/or relevant work experience to careers@stateserv.com