The Corporate Helpdesk Technician is responsible for providing helpdesk support at the PCC Corporate headquarters for executive level staff and enterprise system support for our global user community. This position reports directly to the Corporate ServiceDesk Manager and provides technical software, hardware, and network problem resolution to end users within our fast-paced environment.
Primary Duties & Responsibilities
• Establish and maintain professional rapport with user community by performing question/problem diagnosis, guiding users through step-by-step solutions on both an on-site and remote basis, displaying a sense of urgency, responding to issues quickly with solutions or status updates and making sure users feel their issues are important and are being attended to quickly
• Request, configure, and install workstations, printers, cell phones and related components.
• Manage VPN tokens for all division users including frequent reconciliation of VPN users.
• Provide regular reconciliation of software as needed
• Ensures timely resolution/referral of user problems by understanding the impact to the user and by assigning an appropriate priority
• Maintain and update an accurate IT asset inventory including proper addition and changes of assets, decommissioning of assets, and organizing and performing disposal of equipment
• Maintain spare parts inventory for internal software, hardware, and network printers along with accurate documentation of transfer of assets to other departments. Enter requisitions as required to maintain appropriate inventory levels of spare parts
• Setup, maintain, and repair user accounts and computers on various systems ranging from Active Directory to enterprise business systems in accordance with all IT procedures and Sarbanes Oxley requirements. Seek manager’s input on any situations that are unclear
• Direct unresolved problems to senior technical or application staff. Follow-up on unresolved problems with user for proper feedback. Refer continuing problems to supervision
• Keeps work environment clean and organized
• Perform other duties as necessary or appropriate to the position
Required Skills and Experience
• Minimum of 2 years’ experience as sole or lead helpdesk technician supporting users such as executives for a company
• Strong team orientation with excellent written and communications skills
• Experience working with and troubleshooting Microsoft operating systems and MS office software in a similar environment. Experience with complete setup and install of Operating Systems, configuring on a domain, TCP/IP
• Ability to learn new technology quickly with minimal training
• Microsoft SCCM experience
• Comptia A+ Certification preferred
• Advanced troubleshooting/repair experience to include printer repair, phone systems, client anti-virus issues, and connectivity issues
• Ability to follow procedures, checklists and informal instructions efficiently and accurately
Education
• Associate degree in Information Technology or related curriculum is highly preferred