HelpDesk Technician

Main Purpose of the Role:

The MIS technician supports the desktop computing environment for ZIM offices in the Americas. This position is an integral part of the service desk function responding to tier 1 and tier 2 technical incidents and requests submitted by the end users in those locations. This involves hardware and software support, network printers, and the associated management tools to remotely support that environment. Assists end users in the replacement and troubleshooting of internal systems. This position is highly customer-oriented with a great amount of interaction with the client.

Major Areas of Responsibility:

As a service desk team member, this position provides Tier 1 and Tier 2 support for desktop hardware, software and printer support; works with the help desk coordinator to maintain the daily operation of the Help Desk; handles maintenance and warranty items on computer equipment; identifies, researches and resolves complex technical issues; creates and responds to help desk tickets in Remedy System.

Main Tasks:

• Reacts to and responds to requests and incidents submitted to the Help Desk queue in Remedy.
• Images PCs with corporate image and deploys to end user. Responsible for maintaining adequate quantities of machines that can be readily deployed.
• Troubleshoots hardware and software problems, printing issues, escalates issues to technology peers or manager if unable to resolve
• Proactively communicates with end users regarding ticket status and/or resolution.
• Apply patches and upgrades as needed or requested; upgrade and configure system software that supports ZIM infrastructure applications.
• Maintain operational configurations and perform periodic performance reporting (to support capacity planning).
• Perform hardware upgrades and/or facilitate warranty replacements as required.
• Assist project teams during Initiation, Planning, and Implementation phases of our standard Project Management Methodology. Activities include requirements gathering; research, design & development; benefit and risk analysis; technical strategy; and support of operations staff during testing and implementation.
• Evaluate, create, and maintain appropriate reference material to ensure operational configurations, procedures and diagrams are accurately documented.
• Share, communicate, and train coworkers on procedures to ensure understanding within the department.

Required Experience:

Associates Degree (A.A.) from a two-year college or university;

Minimum of two (2+) years related experience and/or training; or equivalent combination of education and experience.

Appropriate technical certifications (Microsoft, CompTiA A+) are recommended.

This is NOT a remote position