Job Ref

041814.HDTI.BC

Job Title

Help Desk Technician I – Pittsfield, MA

Job Type

Part-time

Location

Pittsfield, MA

Salary

Not disclosed

NON-EXEMPT / SALARY GRADE 7

NON-BENEFITS ELIGIBLE

PART TIME / EVENING SHIFTS/WEEKENDS

Purpose/Objective:
Possess basic understanding of IT systems in order to identify, analyze and resolve a variety of technical issues to provide first level support services for all lines of business. Possess a polite phone demeanor and ability to give clear direction to non-technical clients. Research, track, log and update trouble tickets. Generate reports and assist IT staff on other issues / duties as needed.

Key Accountabilities

• First level technical support for business areas. Troubleshoot end-user incidents and requests made via telephone, email or queued ticket. Update, resolve or escalate trouble tickets as necessary and follow-up with clients to ensure timely and accurate resolution. 70%
• Data entry tasks including but not limited to updating active directory with current and accurate information, updating /removing  users in proper databases, converting paper filing to electronic and fulfilling audit requests. 30%

Education:

• High School Diploma or equivalent
• College courses helpful but not required

Experience:

• 1 year computer related work

Skills & Knowledge:

• Basic Knowledge of Desktop Technologies
• Basic understanding of Networking
• Ability to use proper phone etiquette in stressful situations
• Ability to work in a team environment
• Ability to meet deadlines
• Ability to work flexible hours
• Strong Clerical Skills and attention to detail