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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 careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.