Tier 1 PC Help Desk Technician

Company: ADS IT Solutions
Position Location: Chillicothe, Ohio and Indianapolis, Indiana 
Job Category: Information Technology
Telecommute: Available
Travel Required: No
Pay Rate: Commensurate with experience
Tax Term: Full-time
Relocation Reimbursement: N/A
Benefits: Medical, Dental, Vision, Simple IRA Retirement Savings Plan- 3% Employer Matching, Paid Vacation and Holidays
To Apply: Your cover letter must clearly explain how your skills and experience align with the job qualifications 
 
ADS IT Solutions is an Equal Opportunity Employer committed to a diverse and talented workforce.

Company Overview
As a trusted systems integrator for more than 20 years, ADS IT Solutions provides information technology (IT), systems engineering, professional services and simulation and training to customers in the health, state and local government, and commercial sectors. The company delivers IT enterprise solutions, manages mid-scale, mission-critical IT programs, provides mission support services, and home-user support.

Job Description
The person hired for the position of Tier 1 Help Desk Technician will enjoy a variety of tasks in a great team environment. The primary objective of this position will be to provide first-level resolution to clients (system users); providing installation, maintenance and troubleshooting support of voice, video, and/or data communications equipment to include edge devices such as desktops, laptops, printers, tablets, POS’s, and smart phone devices -via phone, e-mail, remote on-site, help ticket (using AutoTask), or forward request to 2^nd Tier Support. The Tier 1 Help Desk Technician will also perform other tasks vital to customer service and overall operations of the organization.

We are looking for the right person who is driven to provide the best customer service. This position offers the opportunity for advancement for someone who is willing to work hard. Multiple phone line experience and attention to detail are required.

Coordinates with Level 2 operations and engineering support to resolve incidents. Works directly with customers on their IT services to include resolution and improvement of services. Performs related tasks such as;

• Installation, configuration, troubleshooting, and support of Microsoft & Apple Operating Systems
• Monitors and responds to hardware and software problems, including third-party applications, utilizing a variety of hardware and software testing tools and techniques
• Installs and configures network hardware and software
• Provides network troubleshooting and support
• Providing technical assistance to other Network Technicians and staff members
• Provides technical support and training to end-users
• Answers user inquiries regarding computer software or hardware operation to resolve problems
• Enter commands and observe system functions to verify correct operations and detect errors
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation activities
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Refer major hardware or software problems or defective products to vendors or technicians for service
• Backs up file server data/disks
• Maintains current knowledge of relevant technology as assigned
• Participates in special projects as required

Qualifications

• Associates Degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Two or more recent years of hands-on experience in a Tier 1 Help Desk role in a multi-site environment
• Excellent Customer Service Skills
• Demonstrated experience in the implementation, configuration and administration of firewalls, wireless networks and broadband services
• Valid driver’s license
• Self-Starter/Self Directed individual that leads with high energy and passion for customer service
• Detail oriented team player that can also work independently with little supervision
• Experience training others in the use of software and hardware devices
• Able to work under pressure, as service calls must be responded to promptly, diagnosed quickly, and fixed within a short time frame
• Excellent verbal and written English communication skills, other language abilities are a plus
• The ability to understand user problems and explain technical fixes in a clear and understandable manner to users
• Ability to quickly troubleshoot and conduct root cause analysis
• Must be able to occasionally move and lift heavy equipment
• Ability to work with cross functional teams and across multiple functions and disciplines
• Effective facilitation, communication and teaching skills
• Ability to engage and influence others
• Ability to multi-task and handle large workloads under time constraints
• Ability to understand and apply analytical and statistics tools
• Results oriented with strong process and execution skills

Additional (within 6 months) Qualifications

• DoD 8570 Certification (Information Assurance Workforce Improvement Program) completion NLT 6 months:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+
  • CISSP

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.