Help Desk Technician I

Help Desk Technician I The Help Desk Technician L1 is responsible for all aspects of first level end-user support, including workstation, telephone, printer and computer issues. Also, referred to as a technical support specialist, these professionals often work in hectic environments and must provide quick solutions for customers with a wide variety of computer issues. The primary goal of this person is to provide great service to internal customers by solving problems & fixing issues quickly. Help Desk Technicians are often individuals who can think on their feet, be empathetic to others’ problems and show resolve in examining a computer issue in order to deliver a satisfactory solution. What you’ll be doing: · Manages the help desk ticketing system, ensuring that incidents submitted by employees are routed to the correct group with the IT department. · First-level support for end-users for IT issues including workstation break/fix, error resolution, endpoint security management (e.g. antivirus and anti-malware issues). · Configures, installs, and deploys new workstations, telephones, printers, and other IT equipment required by Park Place employees · Troubleshoot and offer viable solutions to various hardware and software problems · Handle routine and basic technical issues that can be fixed in the course of a phone call. · Apply knowledge of particular software and hardware applications and follow standard practices to address user issues. · Collaborate with team members and manager as needed to escalate and fix ongoing issues. · Responsible for installing and testing systems and software inherent to in-house computer operations. · Provide systems upgrades, debug software and applications, and run diagnostics on computers as needed. · Document incoming calls & record specific issues to identify ongoing issues or patterns. · Create manuals to address specific problems for future reference. · Responsible for troubleshooting new installation issues and performing maintenance to prevent issues from arising with new hardware and software installs and upgrades. · Installs software onto workstations, as required, for provisioning of new employees or where software is deployed to existing users. · Stays abreast of new and emerging information technologies as well as current trends. · Provides emergency on-call support, as needed. · Other duties as assigned. What we’re looking for: · 1-2+ years of related experience. · Customer service experience. · Familiar with hardware, operating systems, networks, virus software/firewalls and routers. Familiar with upgrades, installations and common technical issues that can arise in Windows, mobile applications, etc. · Ability to make decisions quickly with limited information and solve problems. · Ability to read and understand complex manuals & terminology. · Understanding of hardware & software. · Excellent communication skills · Keen Attention to detail. · Ability to recognize patterns. · Ability to diagnose and resolve complex computer/software technical issues. Bonus Points: · Network+, A+, IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program. Education: · Associate or Bachelor’s degree highly preferred. Travel: · 10% If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707. Park Place Technologies is an Equal Opportunity Employer M/F/D/V. Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to [email protected]. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.