Help Desk Support Technician I

Description

The Support Desk Technician I is a member of the Operation Smile technology team that assists with installation, maintenance, and support of PC/Desktop related issues as well as interfaces with end users on a variety of technical issues. This role is the first responder to helpdesk tickets, telephone calls, email, and personnel requests for technical support. Working directly with the end user and the helpdesk ticketing system, the Support Desk Technician will research, document, track, and monitor various problems to ensure a timely resolution. There is a potential for travel to other countries on occasion. 

Essential Functions: 

• Open, log, monitor and track helpdesk tickets. 
• Perform basic installation, configuration, and deployment of desktop/laptop computers and peripherals. Troubleshoot basic issues where necessary. 
• Performs antivirus scans and malware removal. 
• Interview end users, in person or remotely, to collect information about various technical problems and successfully guide them through diagnostic procedures to determine the source of the issue.  
• Work with peers & vendors to ensure customer tickets are closed properly and accurately. 
• Successfully recognize routine technical issues, research, isolate, resolve, and follow-up with the end user.  
• Troubleshoot core services including file, e-mail, printing, web, portal, and network/transport. 
• Provides basic user training and guidance on computer use and network operations when needed. 
• Track disposition of computer hardware and to whom the hardware is issued. 
• Track in-stock computers and accessories and recommend stocking levels. 
• Test software and hardware to evaluate usability and application for specific end user tasks. 
• Write and/or revise user training materials, processes, and procedures. 
• Provide support during company conferences – both onsite and offsite.  
• Additional duties as necessary or assigned. 

Requirements

•  High School Graduate/GED plus 2 years of documented technical training in the field or relevant associate degree, with bachelor’s degree preferred. 
• A current passport or the ability to get one. 
• 1 years’ experience in IT helpdesk function using a ticket system.?  
• Basic to advanced troubleshooting skills in Windows environment. 
• Strong knowledge of Microsoft Windows 10, 8 & 7, and Microsoft Office 365. 
• Experience with remote desktop support such as RDP, JoinMe, and GoToMeeting. 
• Basic understanding of AV equipment such as video devices and audio systems. 
• Mobile device support such as iPad, iPhone, and Android devices. 
• Experience installing and troubleshooting computer hardware. 
• Virus and Malware remediation skills and PC imaging. 
• Certification: A , N , MCP or other base certification necessary.  
• Mac OS and VOIP a plus.