Help Desk Technician

ESSENTIAL JOB FUNCTIONS

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner

• Perform office moves and changes as they are submitted by IT Manager and/or Network Administrator at local and remote sites

• Perform new employee equipment inventory implementation including setting up workstations and personalizing equipment for immediate use by the new employee

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue

• Develop and maintain an inventory of all desktops, laptops, monitors, keyboards, and other components and equipment

• Build rapport and elicit problem details from staff and partners

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or manager

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Apply diagnostic utilities to aid in troubleshooting

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment

• Install anti-virus software

• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals

• Maintain an inventory of IT equipment and peripherals for repair/replacement – order as necessary

• Test fixes to ensure problem has been adequately resolved

• Perform post-resolution follow-ups to help requests

• Evaluate documented resolutions and analyze trends for ways to prevent future problems

• Develop help sheets and frequently asked questions lists for end users

Meet time constraints and client deadlines

• Maintain a high degree of confidentiality and professionalism in day-to-day work

SECONDARY JOB FUNCTIONS

• Attend continuing education opportunities relative to individual and organizational needs

• Contribute to a positive work environment by supporting teammates and the Firm’s organizational goals

• Prepare other reports, projects, and duties as may be assigned

MINIMUM QUALIFICATIONS

Education/Experience:

• 1 year of experience as in an IT support/helpdesk role exhibiting the ability to provide excellent customer service in a fast-paced environment

• Clean driving record and the ability and resources to travel back and forth between different office locations to provide help desk services

Knowledge of:

• Basic computer hardware and desktop operating systems

• General IT needs of a corporate environment, specifically public accounting

• IT compliance and regulations

• Network security best practices

Skilled in:

• Providing application support with Microsoft Office, QuickBooks, Peachtree, and Accounting packages like Prosystem FX

• Identifying and implementing solutions for short- and long- term help desk problems

• Communicating verbally, in person, and through email to ascertain understanding on the part of the end-user

• Managing multiple projects simultaneously

• Evaluating process change opportunities and communicating suggestions to the team

Ability to:

• Work beyond normal business hours and as a part of an on-call rotation

• Respond quickly to immediate help desk needs and to close the resolution loop

• Prioritize projects and assess critical needs

• Communicate effectively with end-users in a clear manner

• Discern larger issues that involve higher level intervention and communicate the issues

• Understand equipment issues and how they impact work; respond with solutions accordingly

• Work independently on tasks and small projects with little direction from a supervisor

• Lift up to 50 lbs. of computer and other hardware/server equipment for internal and external moves

• Work extended hours during peak seasons including evening and weekend hours

• Travel to offsite locations including Firm and affiliate offices as well as some other locations as needed

PREFERRED QUALIFICATIONS

Education/Experience:

• Bachelor’s degree in Information Systems or a related degree

Knowledge, Skills and Abilities:

• Knowledge of the internal structure of a public accounting firm, skilled in basic accounting systems and prior usage

WORKING CONDITIONS

• Indoors, environmentally controlled

• Frequent contact with co-workers

• Moderate noise

• Varied work schedule

PHYSICAL REQUIREMENTS

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Help Desk Technician job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. A request for a reasonable accommodation should be made in writing and delivered to Human Resources. The position of Help Desk Technician often requires the incumbent to communicate with internal and external clients. The Help Desk Technician is often required walk around to monitor workstations to assess workability issues. This position is also often required to lift and carry heavy equipment from one area of the office to another and to other locations. The Help Desk Technician is sometimes required to visit offsite locations and is required to have reliable transportation. The Help Desk Technician must use their hands and fingers to grasp or feel equipment. The incumbent will occasionally be required to walk, climb, stoop, kneel, pull, or push. Vision abilities required by this job include close vision.