Horizon Retail Construction
  • Sturtevant, WI, USA
  • Salary
  • Full Time

Yes


IT Helpdesk Technician                                                                                  

REPORTS TO:   IT Manager                                                             FLSA STATUS:  NON-EXEMPT

 

Purpose:    1st line of IT Support for Technology or Equipment Issues.

Goals and Objectives:   Resolve majority of IT Support Issues in a timely manner on the first call.   Must have Proven ability to Communicate, Research and Resolve IT Related Issues while minimizing End User/Internal Customer down time.

 

Position Duties and Responsibilities    

  • Assist with set up and deploying equipment to new office and field employees
  • Assist with installing upgrades, repairs, movement and replacement of desktops, laptops, and peripherals. 
  • Provide effective end user PC support over the phone and in person. 
  • Identify hardware and software technical issues and malfunctions. 
  • Provide training to end users as well as create and maintain documentation. 
  • Perform physical inventory, hardware repair, equipment delivery, and testing. 
  • Assist with IT projects and business initiatives. 
  • Responsible for maintaining the current help desk log and help guide future efficiencies.
  • Provides 1st level support with answering, evaluating, and prioritizing incoming phone, voicemail, email, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
  • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
  • Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to supervisor
  • Calls/emails software and hardware vendors to request service regarding defective products.
  • Assists with writing or revising user training manuals and procedures
  • Basic server access to create/modify/terminate user accounts, phone management, etc.

 

Qualifications: 

  • Bachelors or Associates Degree in Information Technology or a related field is preferred OR Actively Pursuing a College Degree in Information Technology will also be considered
  • Previous IT Help Desk Experience is Preferred.
  • Experience with Windows 10 and Office products a must.
  • Must be a self-starter, willingness to ask for help when needed, great communication skills.
  • Ability to work in a team environment to meet critical deadlines

 

Computer Skills:

Networks: Basic understanding of computer networks

Troubleshooting: The ability to provide basic computer and systems troubleshooting

E-mail:  Uses the basics, selects recipients from an address book and sends with or without file attachments, able to create personal distribution lists from contact list.  Uses calendar to schedule meetings and reminders.  Uses "tasks and notes" to set up "to do" lists and reminders.

Internet:  Knows how to utilize search engines to look up information for troubleshooting issues.

 

Work EnvironmentReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the environment is moderate.

Physical DemandsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.      While performing the duties of this job, the employee is regularly required to stand, walk, sit, and reach with hands or arms.  Lifting requirements are occasional with lifting up to 50 pounds.

Language Ability:  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to speak effectively before groups of customers or employees will be required.

Reasoning AbilityAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 

 

Competencies: 

Customer Focused

Makes customers/clients and their needs a primary focus of one's actions; shows interest in and understanding of the needs and expectations of internal and external customers (including direct reports); gains customer trust and respect; meets or exceeds customer expectations

 Problem Solving/ Follow-up/Follow-thru

Breaks down problems into components and recognizes interrelationships; makes sound, well-informed, and objective decisions. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.

Initiative/Innovation

Takes action without being asked or required to; achieves goals beyond job requirements; being proactive; taking prompt action to accomplish objectives.  

Teamwork

Participates as an active and contributing member of a team to achieve team goals. Works cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments

Communication

Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message, and invites response and feedback. Keeps others informed as appropriate.  Demonstrates good written, oral, and listening skills

Planning and Organizing

Organizes work, sets priorities, and determines resources requirements; determines necessary sequence of activities needed to achieve goals.

Action Oriented

Consistently maintains high levels of activity or productivity; sustains long working hours when necessary, works with vigor, effectiveness and determination over a sustained period.

 

For additional information on HORIZON RETAIL CONSTRUCTION please visit our website at www.horizonretail.com

Horizon Retail Construction
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