Helpdesk Support Technician - Tier 1 at Horne LLP in Ridgeland, Mississippi

Job Description:

Summary/objective

Provides first-level troubleshooting and basic technical support services to end-users of computers.

Essential functions

• Diagnoses computer errors and troubleshoot computer software, hardware, and networking issues. Provide technical support to remedy computer problems.


• Follows up with users after problems have been resolved.


• Provides training in computer set-up and new technologies.


• Installs and configures software and operating systems, and updates these systems when necessary.


• Cleans and repairs computer hardware.


• Performs work under direct supervision. Handles basic issues and problems, and refers more complex issues to higher-level staff.


• Possesses beginning to working knowledge of subject matter.

Work environment

Work to be performed in HORNE office setting

 

Physical demands

• Prolonged periods sitting at a desk and working on a computer.


• Must be able to lift up to 20 pounds at times.

 

Travel required

Determined by business needs.  Anticipated to be less than 15%. 

Required education and experience 

• Associate degree in Information Technology or a closely related field, or the equivalent combination of work experience and education.


• Ability to foster teamwork.


• Ability to develop and mentor others.


• Detail oriented.


• Ability to meet deadlines.


• Organizational skills.


• Ability to multi-task and prioritize.


• Ability to effectively communicate with Tier 2 support issues that require escalation


• Must have a sincere desire to help others while providing friendly service

Preferred qualifications 

• Hardware provisioning through use of Microsoft Deployment Tools or other imaging processes


• Microsoft Windows PC support


• Microsoft Office Application support


• Microsoft Exchange account management


• Manage support requests in a Service Management tool such as Jira Service Management


• Network file backup and recovery


• Virus protection software administration


• Remote Desktop support using tools such as Bomgar and Zoom


• Video conferencing software such as Zoom

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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