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Title

Help Desk Technician (IT) 

Description

REDW PERFORMANCE EXPECTATIONS

In the performance of their respective tasks and duties, all team members are expected to conform to the following:

  • Work independently performing quality work within deadlines while understanding the necessity for communicating and coordinating work efforts with other team members and service providers
  • Have advanced computer skills, maintain the technical proficiency necessary to complete their duties, and have excellent written and verbal communication abilities, with attention to detail
  • Is organized and able to work with multiple deadlines managing a variety of projects with diverse constituencies and environments, effectively managing time and resources
  • Establish and maintain effective professional working relationships with managers, team members, clients, service providers, other agencies, and the general public
  • Maintain strict confidentiality; is honest, trustworthy, dependable and flexible. Possess cultural awareness and sensitivity.  Maintain a current insurable driver’s license.
  • Adhere to professional, ethical behavior, by committing to and following the REDW Culture of Appreciation and Accountability, and the REDW Performance Factors.

POSITION PURPOSE

To provide network support to operational computer networks by performing the following duties, while also providing software application training to the organization's team members with supervision. 

ESSENTIAL FUNCTIONS

  • Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Sets up and maintains basic network operations, including assembly of network hardware, and provides assistance to the Help Desk Administrator.
  • Coordinates and assists with the Albuquerque Headquarters.
  • Installs upgrades and configures network printing, directory structures, rights, security, software and files services.
  • Provides users with network technical support.
  • Responds to needs and questions of users concerning their access of network resources.
  • Establishes network users, user environments, directories, and security for networks being installed.
  • Consults with System Administrator or Help Desk Administrator on hardware issues, research problems and fixes.
  • is skill configuring smartphones, such as iPhone & Android.
  • Provides orientation to organization's team members on policies and procedures, basic network setup and basic use of computer.
  • Installs and tests necessary software applications and new hardware.
  • Monitors the Internal Technology Department’s help desk ticket database and responds to submitted customer help tickets.

KNOWLEDGE AND SKILLS

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Customer Service - Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work.

QUALIFICATIONS

  • Bachelor's degree (B. A.) from four-year college or university; or two to three years related experience and/or training; or equivalent combination of education an experience. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence, and to speak effectively before groups of customers or employees of an organization.
  • Corporate experience, preferably in the accounting or financial services industry.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.                                                
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.                                           
  • Knowledge of computers, Windows Server 2003 & 2008, Windows XP Professional, Microsoft Office Suite.  Refer to Internal Technology’s Department Core Competencies.
  • Must be able to work evenings or weekends for network maintenance, software update installations, and odd hours for additional tax season support.
  • On call 24x7 for emergency circumstances (per on call policy).                                  

WORK ENVIRONMENT

  • Physical demands: the physical demands described here are representative of those that must be met by an employee to successfully perform the primary functions of this job. While performing the duties of this job, the employee is required to frequently stand, walk, sit, bend, twist, talk and hear. There are prolonged periods of sitting, keyboarding, reading, as well as driving or riding in transport vehicles. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include reading, distance, computer, and color vision.
  • Work environment: the work environment characteristics described here are representative of those an employee encounters while performing the primary functions of this job. Normal office conditions exist, and the noise level in the work environment can vary from low to moderate.
  • Mental Demands: there are a number of deadlines associated with this position.  The employee must also multi-task and interact with a wide variety of people on various issues.
  • Limited overnight travel may be required from time to time.

All employees must uphold all principles of confidentiality to the fullest extent. This position has access to sensitive information and a breach of confidentiality will be grounds for immediate termination.

Disclaimer:  The information on this job description has been designed to indicate the general nature and level of work performance by employees within this classification. It is not designed to contain or be interpreted as comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employees will be asked to perform other duties as needed.

 
Location Phoenix, AZ  
Additional Description None Specified 


This position is currently not accepting applications.

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