IT Help Desk Associate I 10:00 am - 7:00 pm

Job Summary

Receives telephone calls from users seeking assistance with computer software, hardware, mobile devices, email, or operating systems.  Diagnoses and troubleshoots initial hardware and software errors from users and identifies possible resolutions or support escalation needs.  Enters detailed information into the help desk software and completes appropriate follow-up to ensure the problem is resolved.  Resolves basic problems while on the phone (i.e. unlocking documents, resetting passwords, rerouting print jobs).  Works with other IT team members to research problems and find solutions.  Answers questions, applying knowledge of computer software, hardware, procedures, and internal knowledge databases.

Responsibilities

Essential Functions

• Develops and maintains effective working relationships with customers, vendors, and others 
• Ensures customer satisfaction and addresses problems and complaints as they arise.
• Initiates timely communication with the supervisor regarding Help Desk problems and related measures as defined with the supervisor. 
• Ensures the collection and maintenance of accurate department information as requested in accordance with the requirements of the company's information system.  
• Receives telephone calls, emails and instant messages from users seeking assistance with computer software, hardware, mobile devices, email, or operating systems.  
• Diagnoses and troubleshoots initial hardware and software errors from users and identifies possible resolutions or support escalation needs.
• Enters detailed information into the help desk software and completes appropriate follow-up to ensure the problem is resolved.
• Resolves basic problems while on the phone (i.e. unlocking documents, resetting passwords, rerouting print jobs)
• Works with other IT team members to research problems and find solutions.
• Answers questions, applying knowledge of computer software, hardware, procedures, and internal knowledge databases.
• Uses remote control capabilities to view user errors or to diagnose issues 
• Sets up users for system access and security roles. 

Non-essential Functions

• Provides accurate, timely documentation of expenses and other information as requested. 
• May write or revise user training manuals and procedures.
• May develop or assist in the development of training materials 
• Trains or assists in training users on software and hardware.
• Assists in the maintenance of IT department inventory and purchasing systems.
• May create reports related to internal information technology specifications or needs
• Performs other duties as assigned by supervisor or designate.

Qualifications

• Two-year degree in Computer Technology or the equivalent in work experience.  
• Four-year Computer Science degree helpful.  
• Knowledge of Windows PCs is essential.  
• Ability to read, write and speak in English required.
• Prefer working knowledge of Microsoft Office (Excel, Word, Access, and PowerPoint), Internet, Outlook and SAP software.
   

Skills and Abilities

• Excellent interpersonal, written and verbal communication and customer service skills 
• Ability to effectively plan and organize.  
• Excellent customer service skills include being competent, accurate, responsive and engaged.
• Ability to work effectively as a team with all BSE personnel.

Physical Requirements

Frequency at which you would carry/lift in a typical day:
Occasionally 0 – 33% Frequently 34 – 66% Continuously: 67 – 100%

• Lift from Waist:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Lift from Floor:
  • < than 10 lbs. - Frequently
  • 10 to 25 lbs. - Frequently
  • 26 to 50 lbs. - Occasionally
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all
• Carried for Distance:
  • < than 10 lbs. - Not at all
  • 10 to 25 lbs. - Not at all
  • 26 to 50 lbs. - Not at all
  • 51 to 75 lbs. - Not at all
  • 75 to 100 lbs. - Not at all
  • 100+ lbs. - Not at all

Physical Activity

Frequency at which you would do the following in a typical day:

• Sitting (a continuous period of being seated) - Continuously
• Standing (for sustained periods of time) - Frequently
• Walking (moving about on foot to accomplish tasks) - Frequently
• Bending/stooping (downward and forward) - Occasionally
• Crawling (moving about on hands and knees or hands and feet) - Not at all
• Climbing/Walking Stairs (ascending or descending) - Frequently
• Reaching (extending arms in any direction) - Frequently
• Crouching/squatting (bending the body downward and forward by bending leg and spine) - Occasionally
• Kneeling (bending legs at knee to come to rest on knee(s)) - Occasionally
• Balancing (maintaining body equilibrium to prevent falling) - Occasionally
• Repetitive motion (substantial movement (motions) or the wrists, hands, and/or fingers) - Continuously
• Pivoting (movement in any direction with one foot, keeping the other in contact with the floor) - Occasionally
• Pushing/Pulling (using upper extremities to press against or draw or tug) - Occasionally
• Grasping (Applying pressure to an object with the fingers and palm) - Frequently
• Fingering (picking, pinching, typing; working with primarily fingers and not whole hand) - Continuously
• Talking (expressing or exchanging ideas by means of the spoken word) - Continuously
• Driving (the control and operation of a motor vehicle) - Occasionally
• Desk work (work usually performed at a desk) - Continuously
• Use of a computer - Continuously
• Use of a telephone - Continuously
• Hearing (Perceiving the nature of sounds at normal speaking levels) - Continuously
• Exposure (to adverse weather & temperature conditions) - Not at all
• Travel (travel needed to perform job duties) - Occasionally

Additional Information

This job description is a summary of the job duties and responsibilities and is not intended to cover all possible job duties and is subject to change at the employer’s discretion. Employees must be able to perform the essential job duties and satisfy job requirements either with or without a reasonable accommodation. Salary range $21.00-$31.00/hour based on experience.