POSITION FUNCTION/OVERVIEW: This position is responsible for ensuring each department achieves key metrics, repairing computers and performing technical and system diagnostics; supports and maintains in-house computer systems, desktops and peripherals; troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. PRIMARY DUTIES/RESPONSIBILITIES: • Monitor and respond quickly and effectively to requests received through the IT helpdesk • Respond to staff queries by phone and email • Create step-by-step training material with screenshots for staff • Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware • Document internal procedures • Maintain daily performance of computer systems • Ask educated questions and listen to customers to determine root cause of issues • Work through the problem-solving process with staff, empowering them to do the same in the future • Run diagnostic problems to resolve problems • Clean up computers • Train incoming staff • Report significant and recurring issues to the tier-2 support team • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to staff to ease in troubleshooting Help Desk Requirements and Qualifications • CompTIA A+ and Network+ Certifications • Proven experience as a Help Desk Technician or other customer service role • Ability to diagnose and resolve basic computer/technical issues • Excellent communication skills and keen attention to detail, memory of patterns, and interest in problem-solving QUALIFICATIONS REQUIRED: • Education/Experience: IT Help Desk/ Support – 1 Year (Preferred) • Organizational and time-management skills. • Understanding of diverse computer systems and networks. • Knowledge of internet security and data privacy principles. SKILLS: • Strong communication skills, both written and verbal. • Ability to work independently, as well as part of a team. • Manage multiple tasks and set priorities. • Ability to handle highly sensitive and confidential information. • Strong attention to detail. • Ability to understand and follow safety procedures. • Ability to work in a fast-paced, high-energy environment. • Maintain healthy boundaries.