Helpdesk Support Technican

Gasbarre

This job profile is not included in a recognized pathway.

Description

Responsible to install and upgrade complex systems, as well as diagnose and repair technical issues. Use tools and technology to maintain and enhance the IT infrastructure to ensure performance in-person, over the phone and/or via remote access.

Tasks

Hardware Support:

Conduct installations and configurations of various office peripherals including printers, computers, and communication devices, ensuring seamless integration with the organization's technology environment.
Provide advanced diagnostic and repair services for a wide range of office technology equipment.
Lead efforts to standardize and customize computing equipment setups across the organization, meeting both operational standards and user preferences.
Develop and manage hardware inventory protocols, ensuring effective lifecycle management from procurement to decommissioning.

Application Administration and Support:

Administer and optimize enterprise-level software suites, including collaboration tools, email services, and cloud-based platforms, ensuring robust functionality and system integration.
Manage network infrastructure components, focusing on security, connectivity, and performance.
Offer in-depth support for various business and design applications, addressing user needs, customization, and problem-solving.
Oversee the service management platform, enhancing its functionality for efficient IT service delivery and asset management.
Collaborate with external vendors to resolve technical issues and coordinate timely software updates and upgrades.

System Maintenance:

Implement comprehensive preventative maintenance for IT equipment, focusing on system health and longevity.
Oversee the patch management process for operating systems and essential software, ensuring alignment with security and operational standards.
Lead initiatives to monitor and improve network performance, focusing on optimizing bandwidth, reducing latency, and ensuring high availability.

Documentation and Training:

Create and maintain detailed process documentation for IT operations, building a comprehensive knowledge base.
Design and conduct training sessions for staff on effective use of technology systems and applications, enhancing digital literacy across the organization.
Develop and manage IT Key Performance Indicators (KPIs), regularly reporting on IT performance and identifying areas for improvement.

Qualifications / Education

Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred. Alternatively, a combination of education and relevant work experience may be considered.
At least 2-3 years in a helpdesk or technical support role.
Prior experience in installing, configuring, and troubleshooting various hardware and software in a business environment.
Proficient in managing and supporting various office technologies, including printers, computers, and communication devices.
Familiarity with a range of business applications and software, with an ability to quickly learn and support new systems.
Basic understanding of network infrastructure, including routers, switches, and VPN configurations.
Experience with patch management for operating systems and application software.
Industry certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), or similar credentials are highly desirable.
Excellent verbal and written communication skills.
Ability to explain technical concepts to non-technical users.
Strong analytical and problem-solving skills.
Ability to diagnose and resolve technical issues efficiently.
A strong customer service mindset with the ability to engage with users patiently and empathetically.
Good organizational and time management skills, with the ability to prioritize tasks effectively.
Ability to work well in a team environment and collaborate with other departments.
A willingness to continuously learn and stay updated with the latest technologies and industry trends.