8408 - Helpdesk Technician

Location: Jacksonville, FL (Onsite)Employment Type: Direct Hire (W2)Job Description:The Help Desk Technician is responsible for deploying and supporting IS technologies and infrastructure. They will provide daily support for trouble tickets and specific technologies related to hardware, software, and networking. Utilizing strong communication, analytical, and problem-solving skills, the Help Desk Technician will identify and resolve malfunctions, as well as make recommendations to maximize the benefits of IT systems investments.Responsibilities:

• Field incoming help requests from end users via help desk system, telephone, email, and chat in a courteous manner.
• Provide support to install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, software, networked peripheral devices, and cabling.
• Assist in analyzing and developing new processes and supporting documentation while keeping existing documents up to date.
• Create, configure, or remove access/hardware for multiple users on an ongoing basis.
• Work on assigned yearly projects including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
• Develop help sheets and frequently asked questions lists for end users.
• Perform on-site and remote analysis, diagnosis, and resolution of workstation problems, recommending and implementing corrective solutions.
• Maintain an inventory listing and status of all workstations and technical devices.
• Liaise with third-party support and equipment vendors when necessary.
• Identify and create new solutions to improve efficiency and customer satisfaction.
• Conduct research on emerging products, services, protocols, and standards to support operational initiatives and security enhancement efforts.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
• Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.
• Provide telecom support, including phone, phone application, and business/user call flow.
• Provide after-hours/weekend support as needed.

• Associates degree preferred or a combination of work experience and college education.
• 6 months - 1+ years of experience.
• Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred.

• Followership: Ability to carry out strategies, tasks, and procedures that support the business and audit requirements.
• PC/Workstation Software: Knowledge of managing the installation, configuration, maintenance, and troubleshooting of PC or workstation software for end-users.
• LAN Administration: Knowledge of LAN tools, software programs, and administrative systems and procedures for the local area network and associated network services.
• Help Desk: Ability to resolve and prioritize computer/software-related issues received from employees within an organization appropriately and efficiently.
• Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools, and techniques to anticipate, recognize, and resolve technical problems.
• Systems Hardware/Software Infrastructure: Knowledge of software/hardware technology and the ability to plan global, regional, and local software architecture and infrastructure components.
• Network Operations: Ability to manage the day-to-day delivery of satisfactory network services to customers.
• Project Execution: Ability to carry out assigned yearly projects, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
• Information Security Management: Knowledge of information security management processes, tools, and techniques, ability to deploy and monitor information security systems, detect, resolve, and prevent violations of IT security to protect organizational data.