IT Help Desk Technician

The Information Technology (IT) Help Desk Technician is responsible for providing support for all R.L.K. And Company locations. This position supports staff through troubleshooting problems, has excellent communication skills and provides frustration-free assistance and training. The Help Desk Technician is responsible for independently managing our help desk ticketing system, resolving issues in a timely manner and keeping tickets properly updated.  

ESSENTIAL FUNCTIONS:  

• Provide technical support to employees by identifying problems, researching answers, guiding employee through and/or performing corrective measures.
• Administer Client and Server Operating Systems, Active Directory, Exchange services, file directories, shared resources and permissions using but not limited to DHCP, DNS, VPN, and RDP
• Assist with daily operational activities of technology systems including but not limited to hardware, network infrastructure, data backup, network monitoring, vendor compliance, disaster recovery planning, and best practices 
• Document systems and procedures 
• Maintain compliance with department standards for installation, configuration, and maintenance for computing aspects
• Articulate technical information clearly to non-technical people
• Effectively deal with stressful situations
• Establish priorities, work independently, and proceed with objectives without supervision
• Maintains uptime, availability, security, and integrity of critical data and systems
• Effectively manage file shares, other shared network resources and related permissions.
• Effectively use remote protocols (VPN, RDP, Etc.) to administrate network
• Pursue development of skills and job knowledge by participating in educational opportunities, attending seminars, etc.
• Regular and reliable attendance
• Will keep office and work areas neat, clean, and orderly

   QUALIFICATIONS:

•  Must have proficient working knowledge of but not limited to: Windows, MacOS, Android, and iOS operating systems, Microsoft Office, other common workplace applications
• Ideal candidate will possess Comptia A+ and/or Network+ Certifications
• Must be professional in words and actions
• Must have excellent organizational and time management skills
• Must be willing to work overtime, weekends, holidays, spontaneous hours as required
• Must have a valid driver’s license and reliable transportation
• Must be able to navigate alpine ski runs to locations within permit area
• Must be able to work in a sometimes challenging mountain environment
• Multi-task effectively while navigating multiple distractions and interruptions throughout the day
• Builds and Maintains professional relationships with staff and community

EXPECTED WORKING KNOWLEDGE OF:

• CATx cabling and termination
• TCP/IP
• VLANS
• DNS, DHCP
• Network Ports
• Data migration and backup
• Windows Server 2016
• Microsoft Active Directory
• Microsoft Exchange and Outlook Mail

REQUIRED QUALIFICATIONS:

• 1+ year directly related experience in Help Desk or other technical customer service positions
• Thorough knowledge of the principles, methods, and techniques used in troubleshooting technology-related issues
• Skills necessary to support desktops, laptops, iPads, phones, printers, peripherals, and basic networking
• Experience training end users on software programs, hardware use, and basic troubleshooting to repair the most common technology issues
• Experience writing clear instructions and manuals to build a knowledge base

 IDEAL CANDIDATE WILL BE CAPABLE OF SUPPORTING A NETWORK WITH THE FOLLOWING:

• Nutanix Virtualization Platform
• Sonicwall firewalls
• Cisco/HP/Dell switches and routers
• Microwave technology
• Mitel PBX
• Various POS systems
• Microsoft Azure Hybrid environment with Active directory, Exchange and other commonly adopted software

PHYSICAL REQUIREMENTS: 

• Must be able to lift 50 lbs
• Must be flexible and capable of bending, twisting and kneeling
• Must be able to work in tight space
• Must be able to work on feet, stand and walk for up to 8 hours at a time
• Must be able to keep up with the pace of the department demands of the position