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CAREERS
Current Positions:
| Job Title: Help Desk Technician |
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Department: IS
Reports To: IS Manager
FLSA Status: Salary - Exempt
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| SUMMARY: |
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The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
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| ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. |
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- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician to ensure a timely resolution.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Install anti-virus software.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop help sheets and frequently asked questions lists for end users.
- Training on all GSI Applications and MS products.
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QUALIFICATIONS: College diploma or university degree in the field of computer science and/or 3 years equivalent work experience. Knowledge of basic computer hardware, including PC configuration, Printer Setups, Wireless routers installations. Experience with desktop and server operating systems, including Windows XP, Windows Server 2003, SQL 2003 & 2005, Extensive application support experience with MS Office, Pivotal, Great Plains, Sharepoint. Knowledge of programming languages, including html and xml.
Working knowledge of a range of diagnostic utilities, including Dell Diagnostics Tools. Good understanding of the organization’s goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Training skills a plus.
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Work Conditions: Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals. |
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| LANGUAGE SKILLS: Excellent verbal and written skills in English.
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| MATHMATICAL SKILLS: Basic .
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| LANGUAGE SKILLS: Excellent verbal and written skills in English.
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| REASONING ABILITY: Good common sense with problem solving skills that support using independent judgment and initiative and tact.
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| PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to use hands and fingers. Most of the work is done standing, but the employee could occasionally be asked to climb, kneel or stoop. The employee may frequently be asked to lift and/or move weights up to 75 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception, and the ability to focus.
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| WORK ENVIORMENT: The work environment characteristics described here are representative of those employee’s encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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How Do I Apply:
Send
resumes to:
Melva Douglas Hamilton
Human Resources Directory
PO Box 1349
Gilroy, CA 95021
Lorena Munoz
Human Resources Assistant
Or e-mail
to:
HR@goldsmithseeds.com
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