Help Desk Technician Tier 1

Job Description

Job Description

5812 INVESTMENT GROUP LLC

Helpdesk Technician – Tier I

FUNCTION : As a Helpdesk Technician Tier II, you will be the first point of contact for our employees, providing them with top-notch technical assistance and support. Working closely with our Systems and Networking teams, you will collaborate side by side to troubleshoot, diagnose, and resolve hardware and software issues. This collaborative environment offers a unique opportunity to learn and grow alongside experienced IT professionals. The ideal candidate should possess excellent communication skills, strong problem-solving abilities, and a customer-centric mindset to deliver exceptional support to our users.

REPORTS TO : IT Director

WORK HOURS : In office 40 hours per week. Overtime as needed.

RESPONSIBILITIES : Employee is expected to conduct all business in accordance with the Company Team Promises, policies and procedures, and all published handbooks.

ESSENTIAL JOB FUNCTIONS

Provide first and second-level technical support to internal employees via phone, email, or in-person, ensuring timely and effective resolution of their IT-related issues.

Identify and escalate complex or unresolved issues to the appropriate IT teams or higher tier support

Record, track, and prioritize support tickets using the company's ticketing system, ensuring accurate and detailed documentation of user inquiries, issues, and resolutions.

Assist users with troubleshooting hardware, software, and network problems, including desktops, laptops, printers, mobile devices, and other peripherals.

Document procedures and troubleshooting guides for reference and knowledge sharing

Provide technology training to employees when necessary

Keep up-to-date with technology trends and advancements to enhance knowledge and skills related to Helpdesk support.

Perform other related duties as assigned

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

High school diploma or equivalent.

Certifications are a plus

Knowledge of common hardware and software systems; including Windows and Office

Strong communication skills, both verbal and written, with the ability to convey technical information to non-technical staff

Possess a sense of urgency, responding promptly to employee needs

PHYSICAL REQUIREMENTS :

Ability to sit for up to 8 hours at a time.

Ability to work in excess of 40 hours a week on a regular basis.

Use of hands and arms to use a computer keyboard.

Able to walk, climb stairs, stand and squat or perform property inspections and tours including during adverse weather conditions.

Lifting / Carrying :

Over 150 lbs. Rare need (less than 1% of the time)

75-100 lbs. Occasional need (1% to 10% of the time)

25-75 lbs. Frequent need (11% to 40% of the time)

1-25 lbs. Constant need (40% to 100% of the time)

VISION REQUIREMENTS :

Constant need (66% to 100% of the time) to complete forms, read and review reports and a wide variety of correspondence, view computer screen. Frequently need to see small detail.

Frequent need (33% to 66% of the time) to see things clearly beyond arm's reach (inspecting infrastructure etc.)

HEARING REQUIREMENTS :

Constant need (66% to 100% of the time) to communicate over telephone, and in person with management, vendors, and residents.

SPEAKING REQUIREMENTS :

Constant need (66% to 100% of the time) to communicate over telephone and in person.

DRIVING REQUIREMENTS :

Frequent need (66% to 100% of the time) to respond to and repair infrastructure at company locations within the greater Columbus area

Must have reliable transportation as necessary to safely and effectively carry out the responsibilities listed above.

REASONING DEVELOPMENT :

HIGH. Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, and draw valid conclusions and initiate appropriate course of action. Must effectively convey ideas, images and goals to a diverse group of personalities.

Role Competencies

• Acting with Empathy and Compassion : Demonstrates empathy and compassion in difficult or complex situations.
• Agility : Responds to changes as they occur.
• Emotional Intelligence : Understands emotions in a range of situations.
• Exemplifying Integrity : Acts in a fair, open, and respectful manner.
• IT Support Troubleshooting : Applies the competency in new or complex situations and advises others.
• Managing Conflicts : Addresses critical existing or potential conflict
• Problem Solving : Solves basic problems