Job description

Job Summary:

The Help Desk Technician is an entry level position responsible for Tier 1 technical support for CCUA Staff. The Help Desk Technician will investigate computer problems and either resolve the problem or escalate the problem to other members of the IT Department’s Infrastructure Team.

Essential Duties and Responsibilities:

Provide help desk support with a high level of customer service to CCUA Staff during business hours, including problem resolution for issues at the Tier 1 level or by escalating the issue to other members of the IT Department.

Perform employee onboarding and employee offboarding procedures.

Conduct lifecycle replacement for computers, laptops, or thin clients.

Deploy, upgrade, and manage all CCUA mobile devices and provider account. Perform inventory of devices on a regular basis.

Perform checks on critical systems to verify optimal performance.

Maintain accurate documentation including automation asset assignment, configuration changes, and other records maintenance actions as needed.

Ensure compliance with established baselines, policies, and established procedures.

Perform other duties as assigned.

Education and Experience Requirements:

High School Diploma.

Certified in CompTIA A+

Certification in CompTIA Network +, or Cisco CCT and CCNA preferred

Knowledge/Skills/Abilities:

Job Specific KSAs - Knowledge of computer concepts, networking concepts, basic IT security, and the ability to analyze a technical situation, troubleshoot, and apply a solution.

Customer Service – Provide high level of service to targeted customer base. Respond promptly and accurately to internal and external requests for information. Must be able to translate customer (internal and external) complaints into issue resolution plan.

Team Orientation and Interpersonal – Ability to develop and maintain collaborative relationships with all levels within and external to the organization.

Communication – Effective verbal and written communication. Able to use correct language and grammar in a professional, diplomatic, and tactful manner.

Organization & Time Management – Able to work independently minimal supervision; plan, schedule and organize professional schedule to achieve strategic goals within or ahead of established time frames.

Analytical Problem-Solving & Decision Making – Ability to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations considering overall risk and short-term and long- term impact.

Systems and Software –

· Proficiency with Microsoft Office Suite, Apple IOS, Windows 10

Job Type: Full-time

Pay: $17.40 - $26.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Work Location: One location

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