Learfield

  • Helpdesk Technician I

    Req No.
    2018-2413
    Location Name
    Learfield
    Location
    US-TX-Plano
    Category
    Information Technology
    Type
    Full-Time
  • Overview

    The Help Desk Technician I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests as well as installation, configuration and oversight of the desktop environment. Problem resolution and oversight typically includes the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

    Responsibilities

    • Serve as the first point of contact for customers exploring technical assistance over the phone or email
    • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
    • Escalate problems (when required) to the appropriate technician.
    • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
    • Apply diagnostic utilities to aid in troubleshooting.
    • Identify and learn appropriate software and hardware used and supported by the organization.
    • Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning, and configuring systems and applications when required.
    • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
    • Perform post-resolution follow-ups to help requests.
    • Develop knowledgebase articles.
    • Assist with inventory management.
    • Ability to follow all company policies and procedures.

    Qualifications

    • Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
    • Ability to operate tools, components, and peripheral accessories.
    • Able to read and understand technical manuals, procedural documentation.
    • Ability to conduct research into PC issues and products as required.
    • Effective interpersonal skills and relationship-building skills.
    • Strong written and oral communication skills.
    • Ability to present information in user-friendly, courteous, language.
    • Understanding of the organization’s goals and objectives.
    • Strong customer-service orientation.
    • Attention to detail.
    • Analytical and problem-solving abilities.
    • Ability to effectively prioritize and execute tasks in a high-pressure environment.
    • On-call availability.
    • Sitting for extended periods of time.
    • Ability to work in confined spaces, operate a computer keyboard, mouse, hand/power tools, and climbing of ladders.
    • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
    • Travel is required.

    Preferred

    • College diploma or university degree in the computer science field
    • Previous helpdesk or customer service experience.

    Education, Certifications and/or Experience

    • High School diploma
    • Experience working in a team-oriented, collaborative environment

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