Local Helpdesk Technician

The position of Local Helpdesk Technician assists end-users in identifying and solving problems related to computer hardware, software and other items via the telephone and remote desktop support at corporate locations. The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution. Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfaction as determined by this position's ADSL managers and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description or a different protocol/guideline or expectation by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible and aligned. The incumbent in this position understands that the "at will" employment relationship which ADSL has with all its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL's business needs and the terms of the "at-will" relationship which ADSL has with all its employees. Essential duties for the position include, but are not limited to the following: · Provide onsite support to Affected Users with operational and technical support and to meet contractual SLAs · Interface with end-users to provide problem resolution via the telephone and remote desktop support for hardware, software, and other items. · Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket. · Escalate problems and requests according to established procedures. · Research end-user problems to determine root causes. · Perform junior administrative tasks, such as password resets, permission management, account creations, remote software installations, etc. · Participate in training required to develop and maintain skills necessary to support end-users. · Maintain a high standard of business and ethical conduct with end-user, vendors and employees. · Follow workplace and environmental, health and safety procedures and guidelines. · Perform related duties assigned by management. · Communicate technical information to technical and non-technical team and customers. · Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments · Provide support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc. · Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with office and factory personnel. · Utilize ServiceNow for ticketing and documentation (KB) in performing tasks. · Understanding the latest Windows operating systems. · Other support services as required. *JOB REQUIREMENTS/QUALIFICATIONS Experience: · Requires 3+ years of related work experience · Sound Customer Service and Helpdesk Support experience · Sound Knowledge of ServiceNow is a bonus · Sound Knowledge of O365 troubleshooting a must · Sound knowledge of Dell Hardware experience is a bonus · Proficient in E-mails, walk-ups & calls · Sound Knowledge of Technical Writing/Knowledge Article Creation/Process Documentation (Steps/Screenshots) · Experience with Hardware configuration · Experience with Application configuration · Experience with Network configuration and connectivity · Must have great communication and soft skills · Must have great personal skills. · Must be professional and courteous. Certifications: · A+ Certification a plus Job Types: Full-time, Permanent Pay: $21.00 - $23.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Vision insurance Work Location: In person