IT Service Desk Support Staff I

IT Service Desk Support Staff I

Provides proactive, high level of customer service to Terracon employees on a variety of technical and support issues including or involving the following but not limited to: company-provided computer systems, operating systems, LAN/WAN, printers and application software. Respond to employee inquiries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements a solution.

Essential roles and responsibilities include: responding proactively to telephone calls, emails, and chat sent to the IT Service Desk system as the first level of assistance; opening and/or closing work orders via IT Service Desk software on each call received; escalating problems and requests as necessary to ensure positive resolution; conducting research on relatively simple issues and escalating issues that cannot be resolved in 20 minutes to either a more senior IT Service Desk level or tier 2 support; creating, modifying and/or deleting user accounts per Terracon policy and updating appropriate documentation; guiding end users through troubleshooting procedures to restore technical service; re-imaging workstations and laptops using current image software when required; accurately documenting user issues and troubleshooting steps, test results and resolution information within incidents and service requests; maintaining an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept; participating in company technology projects as needed; maintaining an accurate, timely record of hours spent on work orders and projects in time and accounting systems; following safety rules, guidelines, and standards for all projects; participating in pre-task planning; reporting any safety issues or concerns to management; and being responsible for maintaining quality standards on all projects.

Requirements include: high school diploma or equivalent; up to 1-year help desk related experience; associate's degree in Information Systems or related field preferred; experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware; experience with Microsoft Office 365 at the level used in the corporation; experience with Microsoft Teams; experience with Microsoft Exchange; knowledge of client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN, and VPN; knowledge and understanding of Active Directory at the level used in the corporation; knowledge and understanding of mobile devices, e.g., iOS, Android phones, and tablets; and valid driver's license with acceptable violation history.

Preferred certification: A+ certification

Exemption: Non-exempt