Help Desk Technician I

The IT Help Desk Technician I provides first level client-computing desktop and operating systems service support to all users across the organization. Consistently applies service-desk processes and demonstrates strong customer service skills during all help desk interactions. Position Responsibilities: . Serves as initial IT contact for all desktop and PC support issues. . Documents customer inquiries through clear communication with the end user and takes appropriate actions to resolve technical problems. . Responds to IT system hardware issues to gather and document information and escalates the issue to the appropriate IT team member(s) for resolution. . Records issue resolutions and communicates with end users to ensure that they are satisfied with the resolution. . Setups and supports new PC's, monitors, printers and peripherals such as mice, keyboards, and other related electronic devices. Deliver and set-up computers at employee workstations. . Assists other support technician(s) with deploying and configuring Windows PC's. . Participates in the upgrade or replacement of Windows PC's. . Gathers and tracks asset inventory (laptops, desktops, docking stations, monitors, etc.) . Performs other duties as assigned to drive the vision, fulfill the mission, and abide by the values of this organization. Skills/Abilities: . Excellent customer service skills, clear communication, a passion for technology and a positive attitude. . Detail-oriented individual with the ability to read and follow policy and procedure. . Ability to work independently; a 'self-starter' that requires little supervision once given a task. . Ability to lift, carry, and install various computers, monitors, and related equipment. . Demonstrated ability to install, upgrade, troubleshoot, and diagnose issues with Microsoft desktop operating systems. Qualifications: . High School Degree . Prior help desk or service desk experience preferred . Experience with installing, upgrading, troubleshooting, and diagnosing issues with Microsoft Office products (Outlook, Word, Excel, and PowerPoint) . Experience with imaging PCs . Experience with installing Windows operating systems from scratch Work Environment: . Office and Manufacturing floor; Requires physical capability to work up to 9 hours a day including; sit, stand, walk, stoop, kneel, crouch, ability to lift up to 50 lbs. . Hours: 8:00 AM - 5:30 PM Monday - Thursday; Friday 7:30 AM - 4:00 PM with additional hours as needed to meet demand. . Rotational weekend on call with other Helpdesk staff required . 9/80 work schedule. . Office located in Lititz, PA, with occasional visits to Lancaster facility. Equal Opportunity Employer/Veterans/Disabled