Helpdesk Technician I

Job Details

Corporate and Mailing - Orlando, FL

Remote - Orlando, FL

Fully Remote

Full Time

High School

Information Technology

Description

Lighthouse Central Florida is a mission-driven, values-based organization providing an optimal blend of rehabilitation training services and real-world applications to help individuals of all ages, who live with any degree of vision loss to adjust to their reality with grace and confidence so they can remain active, productive members of our community.

We seek an Helpdesk Technician I who works closely with the IT Team to provide Help Desk support to Lighthouse Central Florida and Lighthouse Works end users. This role will administrate workstations, phones, and other IT systems at Lighthouse Central Florida and Lighthouse Works. The Helpdesk Tech will participate in and supports the values and mission of Lighthouse Central Florida and Lighthouse Works.

Job Requirements:

Responsible for managing the lifecycle of a helpdesk ticket, ensuring the prompt resolution of issues and user satisfaction throughout the process

Provide Help Desk support to end users, including support for hardware, printing, applications, and training/instruction

Monitor multiple ticket queues and solve or assign tasks appropriately

Log service requests into the designated Help Desk software application

Handle unique situations and take the lead on urgent issues, acting as a technical lead and mentor to junior team members

Assist with Account Lockouts and Password resets for various systems.

Assist with the administration and maintenance of workstations, printers, and phones

Perform technology troubleshooting, over the phone, and remotely with remote access software

Contribute to and maintain system standards

Responsible for maintaining logs and inventories of all software, licenses, hardware, and peripherals company-wide

Ability to troubleshoot, diagnose and solve individual user technology problems independently, with minimal assistance

Maintain an expert level of knowledge of certain products, technologies, tools, methodologies, and services used within the department

Interface with other teams, vendors, and businesses as part of the service and support process

Assist in providing training for coworkers

Comply with agency policies and procedures, including the completion of required documentation and reports

Perform other duties and responsibilities as assigned.

Qualifications

Qualifications

Education:

High School Diploma and two plus years’ hands-on experience in an IT/Desktop support role.

Demonstrated Knowledge and Skills:

Experience supporting Microsoft products, including current Windows client operating systems and programs, including Outlook, SharePoint, Teams, the System Center Suite, etc. Have a strong familiarity with PC Hardware, software, and peripherals in a Windows environment.

Experience supporting a Contact Center environment is preferred.

Experience using Atlassian products, including JIRA and Confluence.

An individual with a helpful attitude who is confident and enjoys interacting with people

Possess an basic level of understanding of TCP/IP Networking: LAN and WAN technologies

Knowledge of the Microsoft Office Suite of programs

Ability to prioritize tasks and manage time efficiently

Ability to learn quickly and adapt to changing technologies and procedures

Ability to work under pressure at busy times and multi-task

Ability to meet any challenge while demonstrating excellent problem-solving and customer service skills

Ability to solve a variety of complex problems and choose the best solution from several possible outcomes

Self-starter with the ability to work unsupervised

Excellent communication skills – verbal and written English

Excellent organizational skills and attention to detail

Experienced in critical thinking and problem-solving

Demonstrated ability to professionally respond to stressful situations in a patient, friendly, and timely manner

Ability to handle sensitive/confidential information with discretion

Demonstrates highly-ethical behavior with professional maturity and judgment

Ability to establish and maintain effective working relationships with coworkers, management, business professionals, civic organizations, and the general public

Capable of working with a variety of personalities and leadership styles

Flexible with duties, workload, and schedule and accept and perform other duties as assigned

Physical Demands:

Extended periods at a keyboard or workstation

Extended periods of listening, requiring the ability to perceive and discriminate sounds

Frequent listening and talking with staff, visitors, or others

Frequent typing

Moderate noise environment

Requirements:

Pass Level II (Federal) background check