JOB TITLE: HELP DESK TECHNICIAN GENERAL STATEMENT OF JOB Under general supervision, provides first-level technical support to all users and operations of Grafton's Information Technology systems. Duties include answering Help Desk queries, resolving issues when possible, routing complex problems to second-level support, maintaining the issue tracking system; troubleshooting and resolving common problems occurring with any of the company's supported technology. Reports to the Desktop Support Manager.
SPECIFIC DUTIES AND RESPONSIBILITIES ESSENTIAL JOB FUNCTIONS Take Help Desk phone calls, emails, and issue tracking system user portal entries, creates tracking tickets, performs on-site and in-person visits Provide general "how to" assistance Reset disabled accounts and/or provide passwords Use remote access tools to troubleshoot problems Resolve common technology issues on-site at campuses and group homes Perform physical desktop imaging utilizing predefined desktop images Perform Physical Inventory cycle counts Participate in on-call rotations Travel to Grafton locations as required Performs other duties as assigned. MINIMUM TRAINING AND EXPERIENCE High school graduation or equivalent supplemented by technical/vocational training in relevant area. Requires minimum of 1 year of experience providing technical information systems support to include maintaining hardware, software and networking for Windows network environments; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities.
Certifications such as A+, Network+ and MCP are a plus.