Helpdesk Technician
Hiring Manager(s): Steven Bailey (smbailey@deximaging.com)
Description
Job Description
Dex Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States. Vendor agnostic providing the best document handling solutions in the industry with no dependency on a single manufacturer. Dex Imaging is a leader in information technology and a manufacturer of associated electronic document handling reporting devices.
Position Summary
Help Desk Technicians provide technical support for a variety of MFP IT related software and hardware technologies. This role directs the activities to effect real time problem analysis and resolutions. Troubleshooting and time management skills are essential. Help Desk Technicians routinely support IT Agents with technical assistance and training to system users using concrete variables in standardized situations and by performing the following duties.
Primary Duties and Responsibilities ·
- Serve as the first point of contact for customers seeking technical assistance over the phone or email. ·
- Demonstrate strong time management and troubleshooting skills. ·
- Follow up on outstanding requests and ensure timely resolution. ·
- Provide support to customers on print driver installations, connectivity issues, and configuring shared folders. ·
- Inspects personal computer equipment and reads order sheet listing user requirements to prepare microcomputer for delivery. ·
- Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
- Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer. ·
- Enters commands and observes system functions to verify correct system operation. · Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. ·
- Instructs users in use of equipment, software, and manuals. ·
- Recommends or performs minor remedial actions to correct problems. ·
- Coordinates activities with help desk, network services, or other information systems groups.
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail or e-mail communication. ·
- Replaces defective or inadequate software packages. ·
- Refers major hardware problems to service personnel for correction. ·
- Log all inbound and outbound calls into e-Automate. ·
- Proficient in Microsoft based operating systems with emphasis on Windows 7 and Windows 10. ·
- Ability to work as a team with other technicians to accomplish tasks. ·
- Promote all operational policies, procedures and standards.
Qualifications & Required Skills
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: Typically requires a High School Diploma; Associate's degree (A. A.) or equivalent from two-year college or technical school; or 2+ years related experience and/or training; or equivalent combination of education and experience.
Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Other Skills and Abilities
Ability to establish and maintain effective working relationships with employees, businesses and community. Ability to communicate clearly and concisely both in oral and written form. Ability to perform duties with awareness and in accordance with the organization's policies and applicable laws. Completes additional tasks and assignments as requested by the Helpdesk Manager.
Working Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical requirements
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Travel is not required for Tier 1 Helpdesk Agents, who complete their daily job tasks in-office. While performing the duties of this Job, the Tier 1 Helpdesk Agent is regularly required to sit and talk or hear for long periods of time. The employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours are Monday through Friday, 8a.m. to 5p.m. Extended work hours may be required as job duties demand.
*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employee signature below constitutes employee's understanding of the requirements, essential functions and duties of the position.