IT Helpdesk Technician

Electric Power Engineers

Principal Duties and Responsibilities (Essential Functions):

• Performs routine tech systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and network failures and conflicts.
• Work closely with employees including the executive team to resolve issues
• Partner with other corporate services departments (Human Resources and Accounting/Finance) ensuring new employees have necessary equipment and technology configured and set up to be productive on their first day at EPE.
• Assists with ordering and tracking inventory levels of equipment and materials.
• Assist in documenting SOP s, procedures, policies, SOC-related documents, etc.
• Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Maintains current knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
• Provide telephone, email-based triage, and remote resolution of IT support.
• Monitor Service Desk Ticket System; prioritize and schedule resolution of each desktop support ticket for region. Keep request status up to date and tickets moving to resolution.
• Provide proactive equipment maintenance to make sure PC s/ Laptop s, printers and other hardware are functioning properly. Take measures to avoid downtime and monitor to keep things running smoothly.
• Perform daily floor surveys to proactively identify if end user support needs.
• Proactively communicate with satellite sites to identify support needs.

Required Education and Experience:

• Minimum of two years of IT-related experience
• Outstanding customer service, patience, and professionalism.
• Demonstrated ability to explain complex technological concepts and ideas to those without a background in information technology.
• Experience working with the following technologies: Windows Desktop & Server, MS 365, laptops, docking stations, servers, firewalls, VPN s, wireless internet, multi-display setups, switches, etc.
• Experience dealing with external vendors such as MSP s, internet providers, equipment vendors, etc.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and other office equipment.

Physical Demands
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.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Ability to lift/move equipment up to 50lbs also needed.

Position Type/Expected Hours of Work
This is a full-time in-office position, and 40 hours/week disrtibuted over 5 days from Monday to Friday. However, this schedule may be adjusted to meet job demands.