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Help Desk Technician in Stuart, FL @ NuCO2

Date Posted: 8/7/2018

Job Snapshot

Job Description

NuCO2, the largest, best, and only national provider of beverage grade CO2 to the Foodservice and Hospitality Industry is a growth company. The Information Services function at NuCO2 directs the application of technology and the management of information to support business, growth, and customer service throughout the enterprise.

POSITION OVERVIEW:

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves technical problems of moderate complexity. Responds to telephone, email and on line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools.  May perform password re-sets for users and will generally coordinate with other teams or departments to resolve user problems. Initially works under the close direction of senior personnel but expected to possesses a moderate understanding of general aspects of the job. Should advance by gaining full proficiency in a specific area of discipline.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide helpdesk support and resolve problems to the end user’s satisfaction.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk ticket system.
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
  • Utilize and maintain the helpdesk tracking software.
  • Document internal procedures.
  • Assist with onboarding of new users.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Maintain inventory of all equipment, software and software licenses.
  • Report issues to the Service Desk for escalation.
  • Manage PC setup and deployment for new employees using standard hardware, images and software.
  • Assign users and computers to proper groups in Active Directory.
  • Perform timely workstation hardware and software upgrades as required.
  • On call some evenings and weekends.
  • Must be prompt and reliable
  • The ability to communicate technical aspects clearly to end users to instill confidence and maintain user satisfaction
  • Additional task as required.

Job Requirements

Basic Requirements:

The IT Help Desk Technician will provide support for PC infrastructure including performing the following duties:

  • Undertake PC equipment installations and relocations
  • Verify the desktop environment is maintained within manufacturers’ specifications and in accordance with the client’s IT framework
  • Provide first level user support for hardware and generic and Windows PC-based applications
  • Escalate specialist support requirements to the appropriate personnel or contractors as required

The IT Help Desk Technician will provide support for company VoIP and mobile phone systems including the following:

  • Undertake phone equipment installations and relocations o Maintain asset database for phones
  • Provide support for mobile phone users on the proper use of mobile business applications (i.e. mailbox setup, tutorials, etc.)
  • Provide support for systems administration activities
  • Provide and monitor of Anti-Virus, anti-spam, and security services for the infrastructure

The IT Help Desk Technician will provide support for office business machines including the following:

  • Coordinate photocopier equipment installations and relocations with the suppliers
  • Maintain and track assets
  • Verify printers are serviceable and undertake print server tasks as required

The IT Help Desk Technician will perform the following in order to support an effective and efficient service desk and promote user help support and satisfaction

  • Undertake and complete user service requests
  • Verify IT equipment does not endanger the health or safety of users
  • Provide support to the user community
  • Assist user community with systems training as required

EDUCATION AND TRAINING: 

Associates Degree in Computer Science or Similar preferred, or any combination of equivalent education and work experience will be considered.

  • 1-2 years of experience in a Help Desk role with Associate’s degree
  • 0-2 years of progressive experience in a Help Desk role with Bachelor’s degree


INTERACTION:

  • The position will interact with all levels of the organization as well as external vendors.

 SKILL BASED REQUIREMENTS:

  • Good written and verbal communication skills.
  • Analytical, inquisitive, and innovative with attention to detail.
  • Passionate about technology; motivated and driven to find ways to improve solutions, systems, and processes.
  • Internally motivated, able to work proficiently both independently and in a team environment Ability to troubleshoot is the most important aspect of this job
  • Most be familiar with Office, proficient in Windows.  Linux knowledge is a plus.
  • Advanced knowledge of Windows, Microsoft Office, and other desktop tools and PC architecture desired
  • Knowledge of data Integrity concepts especially relating to data backup, recovery, and disaster recovery
  • A+ certification is a plus