IT Help Desk Technician

DESCRIPTION The IT Help Desk Technician is responsible for responding to, evaluating and prioritizing incoming telephone calls, voicemails, emails and in-person requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. They remain up to speed on technology and suggest improvements as appropriate.

RESPONSIBILITIES

• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems as appropriate
• Provide resolution to issues and updates on the process, including documenting initial responses, progress toward the resolution and a final resolution
• Maintain a stock of computers for new and existing employees
• Manage Office 365 for the office, including setting up and managing accounts
• Make recommendations to reduce help line incident rate
• Call software and hardware vendors to request service regarding defective products
• Determine whether problem is caused by hardware such as modem, printer, cables or telephone
• Run Cat6 cable and package
• Maintain functioning infrastructure
• Troubleshoot and restore technical services and equipment problems by identifying and diagnosing faults and symptoms using established processes and procedures
• Maintain record of incidents and work orders through a tracking system to enhance the quality of problem solving
• Provide proactive solutions, procedures and documentation for problem prevention
• Perform setup, configuration and maintenance of company workstations
• Maintain management software licensing
• Lift up to 50lbs
• Perform basic office duties, including typing, copying, emailing, etc.
• Communicate regularly and effectively as appropriate
• Maintain the standards, culture and values of CML Security
• Other duties as assigned

• High school diploma or GED required
• 1-2 Years of related experience preferred
• General understanding of basic computer terminology, including Cloud Applications, Entra Administration, Computer Building required
• Basic fundamentals of Windows OS and proficiency in MS Office Suite required
• OSHA-10 certification

Employment may be contingent upon successful completion of a background check and drug screen