Help Desk Technician

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CABVI is seeking a Help Desk Technician to support and trouble shoot networks, workstations, and other systems in use by the agency while maintaining the best possible reliability, security, and protection of agency data while maintaining the highest level of user/customer satisfaction.

 

KEY JOB ELEMENTS

  • Provide first level contact and resolutions to issues from 200+ employees at 14 locations.
  • Properly escalate unresolved queries to the next level of support.
  • Walk customers through problem solving process.
  • Follow up with customers, provide feedback, and see problems through resolution.
  • Utilize customer service skills to meet business goals, objectives, and end user needs.
  • Ensure proper recording, documentation, and closure for all issues.
  • Occasionally assist with adaptive technology needs and software.
  • Assists in design and layout of all agency Web Based applications.
  • Preserve and grow knowledge of help desk procedures, products, and services.
  • Maintain a high level of confidentiality at all times.
  • Adapt to change and complete other duties as assigned by supervisor.
  • Consistently achieve annual performance objectives.
  • Transport, load, and unload goods at various agency locations ensuring efficient and accurate recording of material transfers with scan gun system.
  • Assist with picking and delivering products, as needed, between agency locations and for external customers.
  • Daily inspections of all delivery vehicles – include fueling, cleaning and reporting any maintenance requirements.
  • Abide by all transportation laws and maintain a safe driving record.
  • Complete all required paperwork in an accurate and legible manner to include transfer sheets, DOT Logs, VCR’s.
  • Safely handle company equipment and materials.

 

COMMUNICATION SKILLS

Must have ability to read, analyze, and interpret general periodicals, professional journals, and technical procedures.  Must be able to write reports and procedure manuals.  Must be able to communicate project status and growing help desk trends to supervisor.  Must have good interpersonal skills.

COMPUTER/TECHNICAL SKILLS

Must have sufficient knowledge as pertaining to key job elements of all hardware and software being utilized by members of the agency, which includes over 400 endpoints and 10 major software packages.  Must remain current in field.

PHYSICAL DEMANDS

50% of job requires sitting and using hands at computer terminal.  25% of job requires handling equipment.  Frequently required to speak and listen.  Occasionally required to stand, walk, reach with hands and arms, and stoop or kneel.  Must occasionally lift and/or move up to 50 pounds.  Reasonable accommodations may be made to enable individuals with disabilities to perform key job elements.

WORK ENVIRONMENT

In‑house position with some travel.  Noise level is moderate to loud.  Must be available for weekend or evening work dependent upon emergencies or planned schedule.

EDUCATION and/or EXPERIENCE

Associate degree or equivalent education and/or certification computer/ networking field.

PAY RATE

$18.50/hour

 

CABVI is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.