IT Helpdesk Support Technician

Receive technical support requests from internal users via phone, email, and online ticketing system.

Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. 

Interact with end-users in a professional and courteous manner, providing quality service. 

Escalate problems as appropriate following HD procedures. 

Act as a liaison between users and internal support staff to assure accurate problem interpretation. Maintain communications with users during the problem resolution process.

Regularly communicate with end-users as to the status of open tickets.

Increase productivity by continued improvement of knowledge level and troubleshooting procedures. 

Assist on special projects as required. Training will be provided.

Standing/Walking/Sitting: Workday is combination of sitting/walking and standing.

Legs: Must be able to climb stairs - 20% of day.

Hands/Arms: Constant use of hands/fingers for mouse/keyboard/computer use.

Vision: Visual acuity in near, mid and far range vision. Color vision, peripheral vision, depth perception, hand/eye coordination.

Hearing: Sufficient to hear conversational levels in person and over the telephone and radio; sufficient to hear alarms on equipment.

Speech: Sufficient to make oneself heard in person, speak in front of groups, and be understood over the telephone and radio.

Lift/Carry: Up to 50lb computer/drawings- minimal.

Bending/Twisting: Minimal.

Kneeling/Crouching/Crawling: Minimal.

Constant mental alertness, accuracy, and attention to detail required.

Work independently, make decisions, and follow through on all assignments.

Use creativity, independent judgment, and organizational and problem-solving skills to determine the best method to accomplish desired results.

Plan and organize work.

Strong organizational and computer use skills and have a high level of competency to read/write/speak English, interpret construction related documentation and communicate with coworkers.

Excellent communication (both written and verbal) and problem-solving skills.

Proficient in MS Office, MS Windows, and hardware troubleshooting.

Positive attitude and ability to work well with others in a challenging environment.

Ability to triage/prioritize multiple issues at once.

Familiar with document editing/markup tools (Adobe, Bluebeam).

Prior experience utilizing ticket tracking systems is a plus.