Help Desk Technician

Position Title: Help Desk Technician

Safety Sensitive: No

Supervisor’s Title: Manager – Technical Support

FLSA Status: Exempt

Department: Information Technology

Division: Technical Support

POSITION PURPOSE

The Helpdesk Technician provides Tier 1 level support for Windows users on laptops and desktop computers during business hours (7 am – 7 pm). This role will respond to technical requests and issues created using the ticketing system. This person is expected to work independently and handle various IndyGo Information technology (IT) issues. This is an opportunity for an entry-level or technical support person to learn and advance their career. IndyGo IT champions secondary education and applicable training for career and role success.

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The salary range is $50,000 - $55,000 annually, commensurate with education and experience.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To succeed in this role, an individual must perform satisfactorily the functions listed below. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

ESSENTIAL FUNCTIONS

Provide end-user support (Help Desk function.)
Manage and support remote employees and their related devices.
Support and troubleshoot Microsoft products.
Manage updates, patches, and configuration changes on hardware, Microsoft software, application transportation-based software, and others as assigned.
Introduce, integrate, and configure new technologies into the existing environment
Maintain and develop system documentation, policies, procedures, forms, instructions, etc.
Assign and maintain the equipment asset tag system.
Perform routine audits of systems and software.
Install and update desktops, laptops, cellular devices, peripherals, networks, and related software.
Troubleshoot all information technology issues, including software, hardware, and networking.
Support administrative and operational staff consisting of on-site users, remote users, and users located at satellite facilities.
Manage incidents and user requests through an established incident and request management system.
OTHER FUNCTIONS

Performs other duties as assigned.
EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience

High school diploma or equivalent. An equivalent combination of education and experience may be considered.
2+ years of relevant IT work experience
Network+, A+, Security + certifications are a strong plus
SharePoint administration experience is a strong plus
Active Directory experience is a strong plus
Office 365 application experience is a strong plus

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements below represent the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

Ability to understand and categorize technical problems at Tier 1 and possibly Tier 2 level.
Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information.
Ability to interact appropriately with colleagues for different purposes in different contexts.
Proficiency with computers, including proficiency with Microsoft Office, internet, information systems, computer security, and application support packages, including the ability to install, maintain, and repair computers and computer software and hardware.
Ability to operate office equipment, including copiers, fax machines, and phones.
Ability to manage multiple responsibilities and work in a deadline-oriented environment.
Ability to work independently with work reviewed on a regular basis.
Ability to interact with others, both in person and through phone, e-mail, and written correspondence.
Must have excellent prioritization, responsiveness, and customer service skills.
Bilingual candidates are encouraged to apply.
Requires the ability to quickly adapt and adjust priorities in a fast-changing environment.
Organized with the ability to perform focused work with close attention to detail.
PHYSICAL DEMANDS

The physical demands described here represent those an individual must meet to perform the essential functions of this job successfully. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

Ability to remain stationary 50% of the time and to move intermittently throughout the workday, occasionally between departments or facilities.
Ability to identify and distinguish colors, judge distances, and spatial relationships
Ability to transport heavy items weighing up to 30 lbs. through facility and to the work area regularly during the work shift.

IndyGo is an Equal Opportunity Employer