IT helpdesk - Entry Level

experience with conference rooms A/V equipment. Troubleshooting, setup, vendor relations

Title Helpdesk Technician with experience with conference rooms A/V equipment. Troubleshooting, setup, vendor relations

Position Description

Position Title: Helpdesk Technician I

Non-Management Staff

Reporting Relationship:

Manager, Information Technology

Position Summary

The Helpdesk Technician I position is responsible for providing first level support for all IT support requests, which includes hardware and software troubleshooting as well as recording, tracking, and following up on the status of each IT support ticket. This position is on a 24x7 OnCall rotation schedule.

The Helpdesk Technician I position will handle confidential information, as well as create and keep various department/operations reports/records. The Helpdesk Technician will also work in the field with frontline staff to identify and troubleshoot network connectivity issues.

1. Provides first level helpdesk/desktop support, maintaining a high degree of customer service.

2. Reviews all IT support tickets, tracks their process, and updates all relevant information including resolutions that are descriptive for future reference.