Help Desk Technician

$47,840 - $47,840/Yr

Temperature Equipment Corporation - Lansing, IL

posted 26 days ago

Full-time - Entry Level
Lansing, IL
Specialty Trade Contractors

About the position

The IT Desktop Support Technician at Temperature Equipment Corporation (TEC) is responsible for providing comprehensive technical support to employees, ensuring the smooth operation of IT services. This role involves troubleshooting hardware and software issues, managing user accounts, and maintaining IT equipment, while also contributing to the overall efficiency of the IT department.

Responsibilities

  • Professionally answer inbound calls and respond to customer inquiries in a timely manner.
  • Provide in-person, remote, phone, and email technical support to employees.
  • Responsible for routing incidents and requests through the Help Desk portal to other IT members and department leads.
  • Update technical documentation in the Knowledge Base/Share Point/OneNote.
  • Process Help Desk incidents and requests to ensure timely resolution and complete communication documentation.
  • Actively reach out to supervisor for questions or escalation.
  • Provide input to IT Director on ways to improve operational efficiency and customer service skills.
  • Troubleshoot, isolate, document, and resolve problems reported by users.
  • Inform users of progress and recommend methods to eliminate multiple calls on previously reported problems.
  • Reset active directory passwords and manage user accounts in Active Directory and Exchange.
  • Assist with new hardware/software setup and deployment.
  • Maintain PC systems and perform quality analysis and follow-up.
  • Identify and differentiate between hardware and software problems.
  • Communicate accurate technical information to management, support staff, and users.
  • Respond to a rapidly changing technical environment.

Requirements

  • Exceptional customer service skills and concepts with excellent oral and written communication skills.
  • Understanding of general hardware and software as well as systems such as email and Microsoft products.
  • Working knowledge of various Windows operating systems and Microsoft Office.
  • Familiarity with Citrix, Microsoft Exchange, Active Directory environments, and VoIP phone systems is a plus.
  • Ability to stay calm in stressful situations.
  • Physically capable of climbing ladders and lifting up to 30 pounds repeatedly.
  • Motivation for continued education through additional training and/or earning industry standard certifications.
  • Proficient with current hardware and software technology.
  • Ability to use discretion and confidentiality with access to sensitive data.

Nice-to-haves

  • Familiarity with Citrix and VoIP phone systems.
  • Experience in a similar help desk role for more than 1 year.

Benefits

  • 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insurance
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