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Job Information

Grunt Style Help Desk Technician 2nd Shift in Carol Stream, Illinois

Description

Classification

Exempt

Reports to

Technical Team Lead

Date

09/02/2020

Position Summary

We are looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be patient to deal with difficult situations. The goal is to create value for fellow employees as you work to preserve the company’s reputation and business.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

  • Respond to queries either in person or over the phone.

  • Write training manuals.

  • Train computer users.

  • Maintain daily performance of computer systems.

  • Respond to email messages for users seeking help.

  • Ask questions to determine nature of problem.

  • Walk users through problem-solving process.

  • Install, modify, and repair computer hardware and software.

  • Clean up computers.

  • Run diagnostic programs to resolve problems.

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

  • Install computer peripherals for users.

  • Follow up with users to ensure issue has been resolved.

Competencies

  • Strong troubleshooting and critical thinking skills

  • Strong oral, aural, and written communication skills

  • Positive and professional demeanor, including a willingness to be diplomatic in tense situations

  • Strong work ethic, which includes honesty, timeliness, and camaraderie with others, especially with colleagues and client end-users

  • Experience diagnosing technical issues and presenting possible solutions using readily available tools

  • Ability to understand and explain basic networking concepts

  • Proven ability to learn new concepts and technologies

  • Previous experience in IT, customer service, or other related fields

  • Experience or familiarity with Microsoft Active Directory and Office 365

  • Ability to build rapport with employees

Required Education and Experience

  • Bachelor's degree, or equivalent work experience

  • 2+ years of relevant experience

  • Strong knowledge in Information Technology Systems

  • Extensive knowledge of computer hardware, software, repair and basic networking

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

  • A+ Certification and Network + Certification required with Microsoft Certified Professional (MCP)

  • Working technical knowledge of current network protocols, operating systems, and standards, including all Windows-based systems including command-line interactions (DOS)

Supervisory Responsibility

None

Work Environment

Grunt Style is a relaxed work environment.

Physical Demands

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. The employee must feel comfortable on a ladder.

Position Type/Expected Hours of Work

This is a full-time position. Hours of work are Wednesday through Friday 2:00 p.m. to 11:00 p.m and Saturday through Sunday 9:00 a.m. to 5:00 p.m., 40 hours per week. There are occasions where work outside of the normal working hours is required.

Travel

No travel is expected for this position.

AAP/EEO Statement

Grunt Style provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Grunt Style complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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