IT Help Desk Technician

POSITION DESCRIPTION

Job Title: IT Help Desk Technician

Department: IT

Reports To: IT Manager

Position Type: Non-exempt

Supervises: N/A

Effective: April 2024

Purpose of Position:

Facilitating the seamless operation of essential IT services and enhancing the overall experience for the co-op's employees and members. The Help Desk Technician provides tier 1/2 support. In addition, they will be assisting with maintaining, implementing, and optimizing our organization's network infrastructure under supervision. This role requires understanding computer concepts, security principles, customer service skills, and troubleshooting techniques. The ideal candidate will be proactive, detail-oriented, and able to work independently and collaboratively within a team environment.

Minimum Job Specifications:

These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.

• Education: An associate degree in IT or related field is preferred.
• Certifications: One or more associate/entry-level IT certificates (CompTIA A+, Microsoft Fundamentals, or another approved by the supervisor) are preferred.
• Experience: One (1)+ years of technical (IT support/help desk) experience or equivalent preferred.
• Must be trustworthy, able to work well with others, and self-motivated.
• Must have good troubleshooting skills and knowledge of computing concepts and practices.
• Must understand how to maintain a secure environment.
• Must have a good knowledge of Microsoft Office products.
• Must possess above-average communication skills (verbal and written).
• Appropriate communications with consumers and other personnel that will promote positive images of self and the Cooperative.
• Knowledge and experience with personal computers.
• Knowledge of advanced computer operations.
• Organizational and follow-up skills.
• Accuracy and attention to detail is essential in this position.
• Create and maintain software documentation.
• Stay plugged into emerging technologies/industry trends and apply them to operations and activities.
• Participate in and suggest IT projects as needed.
• Occasionally assist with cybersecurity and PCI-related audits, reviews, and documentation maintenance.
• Keep the IT Manager and fellow team members informed of problems or potential issues.
• Comply with and promote corporate and IT policies.
• Maintain proper documentation on processes and procedures and update as they evolve.
• Setup new user accounts, distribution list, and deal with password issues through Active Directory and other systems.
• Add and maintain in Group Policy printers on a print server that deploys per machine.
• Install and use remote software to troubleshoot computers.
• Maintain computer, fax, and copier supplies, and other office equipment.
• Distribute and maintain smartphones and iPads.
• Maintain various records for smartphones, iPads, computers, printers, users, cybersecurity, software/hardware maintenance contract expirations, certificates expirations, and licensing expirations.
• All other duties as assigned by the IT Manager.

South Kentucky RECC is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.