Job Information
Arab Community Center for Economic and Social Serv Help Desk Technician in Dearborn, Michigan
Help Desk Technician
Department: Information Technology
Location: Dearborn, MI
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Job Title: Help Desk Technician
Job Status: Full-time
Job Summary: Under limited supervision, the Help Desk Technician uses skills gained through training and experience to provide direct end-user support to resolve any technical issues encountered. Assists users in resolving IT related problems through discussion and diagnosis and takes the necessary steps to remedy the problem. Serves as first level of support and escalates problems requiring specialized intervention to a higher level.
Essential Duties and Responsibilities:
Monitor IT support queues from customers in need of IT technical support and keep open tickets to a minimum
Troubleshoot endpoints such as: printers, fax machines, telephones, mobile devices, traditional and non-traditional workstations
Replenish printer consumables as required
Monitor PC equipment flow within facility so PC equipment is re-utilized
Provide support, installation of hardware/software and recommendations on PC platform
Set-up and operate various audio/visual related technologies for organization-s events
Discuss with users the best practices for PC maintenance and performance
Run cable to facilitate the addition of network drops
Provide tutorials to end-users in need of assistance in regard to applications supported by the organization
Maintain currency in IT technical support techniques
Operate standard office equipment and use required software applications
Perform other duties and responsibilities as assigned
Knowledge, Skills and Abilities:
Knowledge of:
Windows 10 OS and Microsoft Office required
Presentation and event hardware, including, but not limited to: projectors, wired and wireless microphones, and audio mixers is desirable.
Skill in:
Troubleshooting computer hardware and software related issues
Using and troubleshooting issues with print/copy hardware, projectors, and audio/visual related hardware
Operating standard office equipment and using required software applications for program area and other applications, including Microsoft Office
Ability to:
Partner with other functional areas to accomplish objectives
Gather information, identify linkages and trends and apply findings to assignments
Interpret and apply policies and identify and recommend changes as appropriate
Organize and prioritize multiple tasks and meet deadlines
Communicate effectively, both orally and in writing
Work independently as well as collaboratively within a team environment
Provide a high level of customer service
Establish and maintain effective working relationships at all levels of the organization
Educational/Previous Experience Requirements:
Minimum Degree Required:
Associate degree or 60 credit hours from an accredited university/college
Required Disciplines:
Information Technology or a related field
and
At least two years working experience in a corporate environment or any equivalent combination of experience, education and/or training approved by Human Resources
Licenses/Certifications:
Licenses/Certifications Required at Date of Hire:
None
Working Conditions:
Hours: Normal business hours, some additional hours may be required
Travel Required: Local travel, up to 60%
Working Environment: Climate controlled office
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