IS Helpdesk Technician

Support end users with desktop support and deployment of hardware and software in person, on the phone, through tickets, or chat conversations.

Display a high-level of customer service and professionalism.

Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.

Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.

Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble s computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.

Maintenance and diagnostics of computer hardware and systems.

Ensures that any faults associated with desktop computers are remedied in the shortest time possible and with the least disruption to the user.

Attends meetings with peers, other IS staff, IS management and business group managers in support of end users and the corporate IS infrastructure.

Provides recommendations to the organisation surrounding hardware and software technologies and how these technologies can assist the business while being proactive with new technologies.

Creates and maintains knowledge base documents.

Mentors and provides technical assistance for the Tier-1 technical support team.

Who You Are

Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.

Customer-centric: You have a commitment to delivering genuine customer service.

Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.

Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.

Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support.

Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.

Active listening: Analyze user feedback to streamline troubleshooting efforts.

Adaptable: You are adaptable to new situations and problems and have a flexible mindset.

Independence: Proactively address local issues using the analytics and administrative tools available.

Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

Trustworthy: You follow standard processes, procedures, and ensure that you display a high degree of professionalism, honesty and integrity at all times.

What Skills Experience You Should Bring

Ability to select from several predefined tools to solve problems.

Proper phone etiquette and effective listening skills.

Ability to document technical information in ITSM systems and maintain ticket lifecycle management effectively.

Ability to effectively communicate in English both verbal and written.

Excellent organization skills.

Relevant IT certifications such as ITIL, CompTIA A+, etc.

2+ years of related experience.

Skills to set up, operate, and troubleshoot a wide variety of equipment and systems.

Thorough experience with Windows, mobile devices, tablets, printers, conference room equipment.

Basic network troubleshooting experience.

Basic experience with macOS and Linux to deploy and troubleshoot the OS using existing tools and documentation.

Ability to multitask and can handle frequent interruptions.

Experience with Google Workspace for enterprise collaboration is a plus.

Touch type keyboarding skills.

Full time