Position Summary:

The Help Desk Technician provides technical support services for issues / problems regarding network data, wireless and network applications, connectivity, network printers, Microsoft Windows Applications (MS Office), computer hardware, printers, and software issues on laptop and desktop computers with local and remote users. The Help Desk Technician plays a crucial role in delivering top-notch technical support to staff, ensuring seamless use of the organization's computer systems and tech resources. This role involves logging, tracking, and troubleshooting tech issues, while providing efficient solutions to keep operations running smoothly. As one of our go-to tech experts, you'll help staff resolve technical challenges and ensure a seamless experience with the organization's technology.

Duties and Responsibilities:

• Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
• Answer Tech Support calls and monitor Tech Support message queues (such as voicemail and email) to create accurate/detailed Help Desk tickets. Prioritize requests based on established guidelines
• Triaging issues reported by users to determine the root cause and possible solution.
• Document solutions in the Help Desk system to be used in the future
• Assessment of the type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution. Consult with other members of the IT team on matters that are beyond his/her skill sets
• Provide support for topics as diverse as system hardware, mobile communications, networking/VPN connectivity, and desktop/server applications, including software installation and/or updates
• Develop, maintain, and follow Help Desk procedures
• Accurately documenting all resolved issues in the ticketing system for future utilization in trouble shooting and resolution
• Provide detailed reports on ticket activity
• Perform some light cabling as needed
• Perform light network administration tasks as assigned
• Serve as the first point of contact for employees seeking technical assistance over the phone, by email, or through the Help Desk system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by employees
• Walk the employee through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update employee status and information
• Pass on any feedback or suggestions by employees to the rest of the IT departmental members
• Identify and suggest possible improvements to procedures
• Perform system builds and install new systems for new hires as well as computer upgrades/replacements
• Provide new hire training as needed
• Other projects and responsibilities may be added at the company’s discretion

Special Knowledge, skills and abilities:

• Tech savvy with working knowledge of office automation products and databases
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues for employees
• Excellent communication skills
• Customer service oriented
• Excellent customer service and willingness to help the end users and team
• Passion for IT space and experience with troubleshooting in a Microsoft Windows operating systems environment
• Detailed knowledge of Microsoft workstation operation systems
• Excellent problem-solving skills, including the use of remote management systems

Education and Experience:

• High School or GED equivalent required
• Associate's degree in computer science or equivalent combination of technical education and work experience required
• Minimum two (2) years of Help Desk Technician or relevant experience required
• Experience installing, maintaining, and upgrading Microsoft applications

License and Certification:

• N/A

Work Environment:

PEC values a healthy work environment, and we focus on working efficiently and collaboratively to ensure quality and productive work as well as quality time away from the office. The work environment is business casual, friendly, respectful, and team oriented with daily peer interactions regarding work progress, client needs and project-specific technical issues. We strive to create an enjoyable work environment with support and opportunities for positive career growth. Much of the work will be conducted within an office setting with frequent sitting, reaching and manipulation of objects, tools and/or controls. The position requires mobility. Duties involved require moving materials that weigh up to 10 pounds on a regular basis and up to 25 pounds on an occasional basis. Manual dexterity and coordination are required over 50% of the work period while operating equipment such as computer keyboard, mouse, calculator and similar machines. At times, bending, reaching, standing, and walking may be required.

Supervisory Responsibilities (if there are no supervisor responsibilities, put N/A):

• N/A

PEC is an AA/EEO/Veteran/Disabled employer.