Tier 1 Help Desk Technician

Summary: This role involves providing end-user support, collaborating with Level 2 for troubleshooting, managing inventory, and maintaining equipment. Responsibilities also include handling software installations, basic user training, and supporting Level 2 or higher. The position entails prompt ticket management, contributing to IT audits, and providing input into the budgeting process for IT support-related expenses.

ESSENTIAL FUNCTIONS:

• Provide end-user support and collaborate with Level 2 for troubleshooting.
• Manage equipment inventory and represent professionalism in customer service.
• Handle software installations, basic troubleshooting, and escalate when necessary.
• Manage consumables and perform cable management.
• Support Level 2 or higher, including travel, and promptly manage tickets.
• Seek approvals, repair and maintain equipment, and provision cloud computers.
• Categorize tickets, actively participate in training, and contribute to user guides.
• Contribute to IT policies, stay informed about industry trends, and provide feedback.
• Assist in security practices, collaborate with vendors, and participate in IT audits.
• Provide input into the budgeting process for IT support expenses.

• Adheres to dress code.
• Completes annual health, safety, and education requirements and demonstrate expected level of competency for each course completed.
• Reports to work on time s scheduled; stay awake and alert during work/training; adheres to policies regarding notification of absence.
• Attend mandatory trainings and staff meetings.
• Represents the organization in a positive and professional manner by establishing and maintaining professional relationships that foster growth and development.
• Complies with all organizational policies and procedures, to include all ethical business practices.
• Communicates the mission, ethics, and goals of the company.
• Maintains current licensure/certification for position.
• Consistently follows departmental and company Health, Safety, Security, Hazardous Materials policies and procedures (OSHA, SDS information, HIPAA, and Workers Compensation).
• Respect for diversity (cultural, ethnicity, ideas, etc.) and demonstrate ability to work effectively with a wide range of constituencies in a diverse community.
• This position may require the employee to operate either a company owned or personal vehicle on behalf of the company; the company owned vehicle should always remain clean.
• This position will require travel and occasional overnight stays.

• This position requires that the employee read, write, speak and comprehend the English language.
• This position requires that the employee report to work/training as scheduled, stay awake and alert during work/training, and follow company policy for arranging for time away from work.
• This requires that the employee follow all policies and procedures as written at all times unless documented reasonable accommodation is made or dispensation is given by the President/CEO.
• This position requires the employee to interact with colleagues and all stakeholders professionally and in a manner consistent with policy.
• This position requires the employee to be certified in all mandated training courses and demonstrate expected level of competency for each course completed.
• This position requires the employee to operate a computer and required software effectively and efficiently including typing, navigation and interpretation of electronic data.

Qualifications

Education: High school diploma or GED, Associate degree in Computer Technology or relevant field preferred

Experience: Minimum 6 months working in related field preferred

Certifications: CompTIA A+, Security+ preferred and/or must be obtained within 6 months of hire.

Rate of Pay: $15.00-$18.00-(Hourly)

Hours: Monday – Friday, 8:00 am – 6:00 pm

CLOSING DATE: Open Until Filled

Other (e.g., post-offer drug screen, background check, driver’s license record, etc.). All employees must undergo a driver’s license record check; classified employees must pass a background check.

Tresco is an EEO/AA employer and welcomes applications of all qualified applicants regardless of their race, color, religion, sex, national origin, or status as a qualified individual with a disability or protected veteran.