Key Responsibilities:
Act as escalation point for technician I’s for incidents or service requests that require advanced troubleshooting or understanding of the technician environment.
Train customer team and maintain knowledgebase with customer and company requirements.
Field incoming requests from end users for assistance via both telephone and e-mail in a courteous manner.
Prioritize and schedule problems. Escalate problems (when required) to the appropriate department.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform fixes and maintenance at the desktop level; including installing and upgrading software, installing, and upgrading of computer hardware and peripherals, ensuring backup, antivirus and updates are functioning, and configuring systems and applications when required.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved and follow up with the customer.
Assist with inventory management.
And other assigned duties as needed for the success of the organization.
Ability to follow all company policies and procedures.
Some Travel is required.
Job Specifications/Requirements:
Technical knowledge of software and PC hardware, including HP, Apple, Microsoft Windows, Microsoft Office, and Adobe products.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present information in user-friendly, courteous, language.
Understanding of the organization’s goals and objectives.
Strong customer-service orientation.
Attention to detail.
Analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
On-call availability.
Sitting for extended periods of time.
Ability to work in confined spaces, operate a computer keyboard, mouse, hand/power tools, and climbing of ladders.
Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
Travel is required.
Preferred
College diploma or university degree in the computer science field
4+ years of helpdesk or computer operations experience
Education, Certifications and/or Experience
High School Diploma
Experience working in a team-oriented, collaborative environment.
Learfield offers a full spectrum of benefits for eligible employees including Medical, Dental, Vision, Health Savings Account, Life Insurance and Other Insurance Plans, Flexible Paid Time Off (including Parental Leave), Paid Holidays, 401(k), and Short/Long Term Disability.
Learfield is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.