Help Desk Representative
Seeking a Tier II IT Technician to join our team at our manufacturing facility in Jaffrey, NH. We support nearly 1000 local and field based users. The primary function for this role is to provide software, hardware, and network assistance to end users. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research and resolve technical problems.
Duties: Deploy Windows 10 image to desktop and laptops Test and configure existing and new applications on Windows 10 platform Undertakes add/moves & changes of users Maintains and updates local library quick reference guides, FAQ's and user guides to ensure end users have access to relevant training material Provides training to local user community Updates tracking Laptop/Desktop Inventory including hardware, software, upgrades, and add-ons General Support for Printer, Phones, and other peripherals Monitors IT security controls and SOP's in the local environment Incident Management Provides 1st & 2nd level support to local user community Problem Management Investigates issues and determines root cause analysis. Resolves or escalates problem until resolution. Communicates with End User the status of problem and manages user expectation Verifies that problem are resolved to the satisfaction of the end-user
Working hours: 8 AM - 5 PM
Required Technician Skills:
- Windows OS (Windows 10)
- Office365 (2016)
- Active Directory
- Password Resets and Computer management- Desired - Not Required
- Strong Customer Service Presence both over the phone and in person
- Ability to effectively communicate/troubleshoot problems
- iPhone/iPad device support Day to Day Job
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