The Help Desk Technician will receive, record, and resolve end user technical questions on use and implementation of computer products in a timely and professional manner. The position supports end users on information technology for desktop computing, thin client, laptop and remote server environments.

Essential Functions

• Answers incoming customer telephone calls in a courteous and professional manner.
• Assists end users with questions on product installation, usage, and implementation.
• Responds to and investigates end user inquiries, concerns, and issues via phone and e-mail in a timely and courteous manner.
• Answers inquiries and provides appropriate technical and/or product-related information regarding desktop, network, printers, voice over IP, wireless and mobile phone problems.
• Researches and resolves end-user complaints.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
• Maintains working knowledge of products and/or services.
• Set-up and maintain computer equipment.
• Maintain computer equipment tracking.
• Performs on-site analysis, diagnosis and resolution of complex desktop problems for end-users and recommends and implements corrective solutions.
• Installs, configures, tests and maintains end-user workstations.
• Keep systems up-to-date through operating systems upgrades, patches, antivirus, windows updates, email web filtering, and server updates.
• Monitor networking equipment, VoIP desk phone, switches, access points and servers.
• Assist with the implementation, and ongoing support of software and features by working with vendors to diagnose application issues.
• Set up office / move equipment for new users.

Knowledge, Skills and Abilities

• Knowledge and basic understanding of operating systems including MS Windows OS, iOS, Android and MS-DOS.
• Knowledge of LAN, WAN and Data Communication operations analysis.
• Knowledge of the various types of computer hardware and peripheral equipment.
• Knowledge of computer system diagnostic aids and tools.
• Knowledge of network security management, access and authentication, data integrity, business recovery, operating environment requirements and physical security.
• Ability to perform software installations.
• Ability to isolate and resolve hardware and software problems.

Minimum Qualifications

Graduation from high school or an equivalent recognized certification; and two (2) years of college level course work with a concentration in MIS, computer science, engineering, statistics or closely related field; or any equivalent combination of education and experience.

Job Type: Part-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Employee assistance program
• Paid time off

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• West Palm Beach, FL 33407: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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