Help Desk / Network Technician   

Reports to: Director, Information Technology

Position Description

As a member of the Information Technology team the Help Desk/Network Technician’s role is to ensure proper network/computer operation so that end users can operate efficiently and productively.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution involves the use of diagnostic and help request tracking tools, as well as requires that the individual give in-person, hands-on help at the desktop level. Working knowledge of computer hardware, including laptops, desktops, servers and Cisco router/switches, along with desktop and server operating systems are necessary. The hard skills should be complemented with superior customer service, proven problem solving skills, and outstanding time management skills. 

Core Functions

• Create New Users on network, including email and SharePoint accounts, as well as Cisco phone setup
• Image and deploy laptops/desktops
• Maintain Company University Learning Management System platform, which includes creating, deploying, and managing:
  • Ongoing employee phishing campaigns
  • Monthly employee training videos and quizzes
  • Weekly employee email ‘How-To’ as well as any other learning methodologies
• Manage HelpDesk ticketing system:
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner
  • Prioritize and schedule resolutions to problems/issues
  • Escalate problems (when required) to the appropriately experienced technical resource and/or the Director
• Maintain, configure, troubleshoot Audio-Visual equipment in all offices
• Work with outside vendors on testing, implementing, and deploying new software and/or hardware
• Perform installation and upgrading of corporate software and hardware, both PC and server, along with configuring systems and applications
• Perform server maintenance and network administrative functions as assigned
• Use network reporting and monitoring tools to ensure network/server viability and integrity
• Maintain, configure, and edit internal SharePoint site, including creation of Workflows
• Maintain and troubleshoot phone, printer, networking equipment at executives’ residences
• Perform file restores and/or failover procedures for validation of off-site backup
• Perform other duties as assigned. 

Requirements and Qualifications

• Certifications in A+ and/or Network+ and 4-years work experience, in lieu of any certifications then 5-6 years’ work experience
• Knowledge of current computer hardware, including printers, scanners and networking equipment
• Experience with desktop and server operating systems, including Microsoft Windows 7/8 and Microsoft Server 2008/2012
• Established experience with Office 365: the full Microsoft Office suite platform as well as SharePoint Online
• Working knowledge of a range of remote control tools, including RDP, Solarwinds Dameware, and Teamviewer
• Knowledge of VMware helpful
• Application support experience with MS SQL products a plus
• Knowledge of Apple OS and Apple products a plus
• Ability to conduct research into a wide range of computing issues as required
• Continued desire to learn technology on and off the job, via technical white-papers, journals, webinars, courses, etc.
• Employee must have the physical capability to perform all core functions of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the core functions of the job. 

Business Competencies

• Problem Solving: Demonstrates reasoned judgment and discipline, reserving decision making until all information is received

• Collaboration:  Develops, maintain, and strengthens collaborative relationships inside and outside the organization
• Communication:  Listens actively and expresses self clearly in both conversation and written word
• Results Orientation:  Prioritizes projects to meet required deadlines. Carefully manages several projects at once, focusing on the desired end result of one’s work
• Thoroughness:  Ensures that work is complete and carefully reviews the accuracy of information in their work
• Flexibility:  Open to different and new ways of doing things; willing to modify one’s preferred way of doing things
• Adaptability:  Adaptable to the changing nature of the business
• Self-Motivating:  Ability to pursue duties and priorities without on premise supervision