Basic Function and Scope of Responsibility: 

The Desktop/Help Desk Technician role is primarily responsible to provide a single point of contact for end users to receive support within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance. The person will also provide frontline help desk coverage (in person, by telephone, or via email) requiring problem analysis, technical assistance and training of associates for various information systems.

Essential Job Duties:

Level II - Minimum

• Answer help desk phone calls and provide remote support by troubleshooting and resolving hardware, software, printer, connections, phone and messaging systems issues

• Provide desktop support for those items that cannot be resolved remotely while ensuring phone coverage

• Maintain complete, timely, and accurate record of support in ticketing system including knowledge base updates to assist others in resolving similar tickets

• Assist employees with general administrative needs relating to passwords, application access, local backups/restores, forms and policies

• Educate end users in operating systems, software applications, and how to use phone system effectively

• Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for employee moves or terminations

• Participate in training new employees at new hire orientations

• Manage user accounts and permissions

• Maintain IT inventory list and licensing agreement information to ensure we remain in compliance

• Contact appropriate maintenance, technical support or programming personnel for hardware or software failures and escalate issues when needed

• Install, upgrade and maintain updates to software applications

• Maintain daily tape backup and off-site tape storage

• Maintain change control log for all computers

• Represent department and the organization favorably and in accordance with established Company standards and associate attributes at all times

• Other duties as assigned by management

• Installs, configures, and maintains personal computers and workstations.

• Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.

• Maintain complete, timely and accurate record of network administration.

• Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received.

• Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access

• Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations

• Install, upgrade and maintain updates to software applications

• Maintain change control log for all computer.

Level III - Fully meets the responsibilities of Level II plus the following:

• Works under minimal supervision on complex projects and assist less experienced peers

• Keeps self educated on Microsoft Product Roadmaps and develops migration plans and upgrade strategies including capital and expense estimates and project plans

• Develops and manages project plans for OS and Hardware upgrades, PC Refresh, Printers, and other projects as needed to keep our environment current, available, and secure.

• Ensures desktops are secure, available and responsive for our users by identifying recurring issues and determining solutions

• Develops best practices, writes SOP’s and trains other staff

• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

Essential Knowledge, Skills and Abilities:

Level II Minimum: 

• High School Diploma or Equivalent required; Associate’s Degree preferred

• A+ Certification, Network + Certification, Microsoft Certifications or related training preferred but not required

• 5+ years of general Desktop Technician /Help Desk experience in an enterprise environment

• 5+ years experience with Windows desktop operating systems

• 5+ years experience with Microsoft Office

• Ability to identify and resolve computer system malfunctions and operational problems

• Ability to perform complex tasks and to prioritize multiple projects

• Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.

• Working knowledge of OS image creation and deployment concepts and best practices.

• Working knowledge of laptop/desktop hardware

• Experience with anti-virus and content filtering tools

• Experience/basic understanding of Active Directory, networks and network cabling

• Experience configuring mobile devices such as tablets and phones and WIFI connections

• Strong attention to detail, the ability to multi-task and work in fast paced environment

• Experience working with service desk or help desk ticketing system(s)

• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions

• Aptitude to quickly learn and apply new systems, processes and applications with the ability to understand relationships and consequences

• Ability to read & interpret documents i.e., internal SOPs, operating/maintenance instructions, and procedure manuals

• Ability to evaluate new tools and technologies in terms of ease of use, security, and supportability

• Goal oriented, with excellent time management and organizational skills

• Excellent interpersonal skills, with ability to interact effectively and work efficiently with people at all levels in an organization

• Ability to keep sensitive information confidential

• Ability to develop migration plans and upgrade strategies

• Ability to develop and manage to a project plan

• Ability to travel 10-15% on annual basis

Level III – Fully meets the qualifications of Level II plus the following:

• BA/BS Degree is preferred

• 6 to 10 years experience in an environment servicing multiple desktops and users

• Proactive learning on hardware, operating system and desktop software advances that can be applied to our environment.

• Ability to travel 10-15% on annual basis

Physical Requirements:

• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate a keyboard and other office equipment, use a telephone, access file cabinets and other items stored at various levels, including overhead

• Ability to speak and hear well enough to communicate clearly and understandably with sufficient volume to ensure an accurate exchange of information in normal conversational distance, over the telephone, and in a group setting

• Ability to continuously operate a personal computer for extended periods of time (4 or more hours)

• Mental acuity sufficient to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgments and decisions

Position is full-time, Monday-Friday, 8 a.m.-5 p.m., with overtime as needed. 

As a Eurofins employee, you will become part of a company that has received national recognition as a great place to work.  We offer excellent full-time benefits including comprehensive medical coverage, life and disability insurance, 401(k) with company match, paid holidays and vacation, personal days, and dental and vision options.

To learn more about Eurofins, please explore our website   www.eurofinsus.com .

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer .