Help Desk Technician

HELP DESK TECHNICIAN

GENERAL STATEMENT OF JOB

Under general supervision, provides first-level technical support to all users and operations of Grafton's Information Technology systems. Duties include answering Help Desk queries, resolving issues when possible, routing complex problems to second-level support, maintaining the issue tracking system; troubleshooting and resolving common problems occurring with any of the company's supported technology. Reports to the Help Desk Supervisor.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL JOB FUNCTIONS

• Take Help Desk phone calls, emails, and issue tracking system user portal entries, creates tracking tickets, performs on-site and in-person visits
• Provide general "how to" assistance
• Reset disabled accounts and/or provide passwords
• Use remote access tools to troubleshoot problems
• Resolve common technology issues on-site at campuses and group homes
• Perform physical desktop imaging utilizing predefined desktop images
• Perform Physical Inventory cycle counts
• Participate in on-call rotations
• Travel to Grafton locations as required
• Performs other duties as assigned.

MINIMUM TRAINING AND EXPERIENCE

• High school graduation or equivalent supplemented by technical/vocational training in relevant area.
• Requires minimum of 1 year of experience providing technical information systems support to include maintaining hardware, software and networking for Windows network environments; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities.
• Certifications such as A+, Network+ and MCP are a plus.

EMPLOYEE BENEFITS

• Medical, dental and vision
• Flexible Spending & Health Savings Accounts
• 401(k), including an employer match
• Generous Paid Time Off plan
• Education Assistance
• Life Insurance
• Employee Assistance Program (EAP)
• Short-term disability (STD)
• Long-term disability (LTD)
• As Grafton is a 501(c)(3) non-profit, you may be eligible for federal student loan forgiveness

Grafton is an equal employment opportunity employer and tobacco-free workplace.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.