Job Information
Park Place Technologies Help Desk Technician I in United States
Description
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%
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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.