Service Desk Technician

Our IT infrastructure enables our teams of 911 Dispatchers, Nurses, EMTs, and Paramedics to perform their missions with all precision and efficiency that is required in emergency medical services. This is an entry-level Information Technology Technician position. The ideal candidate is pursuing a career in technology, highly motivated and interested in gaining experience in the areas of server, helpdesk, desktop configuration, repair, support, network administration and diagnosis, and troubleshooting a variety of IT issues.

Duties And Responsibilities

• Work under direct supervision to help maintain and troubleshoot workstations, software, network, and server infrastructure.
• Setup equipment, peripherals, and software for new employees.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Follow up with customers to ensure the issue has been resolved.
• Maintain daily performance of computer systems.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Travel to remote sites for install, troubleshooting, repair, and/or maintenance of systems.
• Participates in Help Desk On Call rotation.
• Weekend work may be required from time to time.

Requirements

The ideal candidate will have a basic understanding of Windows network infrastructure, Office 365 administration, a willingness to learn about new software/technology and the ability to quickly adapt to a rapidly changing environment.

• Strong interest in computer technology and a passion for helping others.
• Strong communication and organizational skills.
• Excellent problem-solving and trouble-shooting skills.
• Ability to work independently and adapt quickly to new technologies/systems.
• Desire and willingness to learn new technologies.
• Work requires extensive work using a computer.
• Responsibilities may require evening, night, and weekend work in response to the needs of the systems being supported.
• Requires participation in on-call support on a rotating schedule.
• Some travel required to remote office locations.
• Periodically visits remote facilities to perform maintenance, deployment, installation, inventory, etc.

Knowledge, Skills, And Abilities

• Candidate has CompTIA A+ or equivalent; or candidate will complete CompTIA A+ with 12 months of employment.
• Maintains quality customer service skills, a strong work ethic, and is a team player with the ability to work well independently.
• Must possess above average organization skills, excellent communication skills, and can demonstrate problem solving skills.
• Considered an out of the box thinker and displays a willingness to learn.
• Ability to effectively communicate and resolve internal and external customer issues on all levels of the organization.

Physical And Mental Requirements

• Ability to make decisions, which have moderate impact on immediate work unit.
• Ability to understand, remember and apply oral and/or written instructions.
• Must be able to see and speak with customers and observe equipment operation.
• Occasionally perform tasks while standing and walking up to 50% of time.
• Reach, bend, kneel and have high level of manual dexterity.
• Will often be required to lift and carry up to 25 pounds or more.
• Fast paced environment with frequent interruptions.

The statements contained in this position description reflect the general duties considered necessary to describe the principal functions of the job as identified and shall not be considered a detailed description of all the work requirements that may be inherent in the position.