Help Desk Technician

SUMMARY

Provides windows based technical support to business area management and staffs for personal computer systems, Windows 10 and 11 operating systems, Apple iOS devices, and related software, network and telecommunications.

DUTIES AND RESPONSIBILITIES include the following.

• Performs new user onboarding process and pc rollout as well as basic move, add, and change support.
• Set up and connect pc’s/laptops/desk phones and cell phones for all new users as required, including imaging new drives, joining machines to the Windows domain, and providing new user orientation.
• Install, configure, and troubleshoot desktop and laptop computer systems and software using internet queries, historical helpdesk records and deductive reasoning.
• Resolve technical problems and answer queries from telephone and helpdesk in support of internal computer systems.
• Maintain new user/system and training documentation.  Create new documentation, videos, or process as needed.
• Diagnose, identify, isolate and analyze hardware problems utilizing historical helpdesk records, internet searches and experience.
• Interact with users and develop a customer support relationship with clients.
• Make hardware and software recommendations to management based on user interaction and customer feedback.
• Coordinate hardware installation and provide/maintain backup recovery procedures.
• Works with Systems Administrators on current projects including testing, user experience development and use case analysis.
• Other duties may be assigned by management.
• Must be willing to be scheduled on-call after business hours to provide after-hours support.

SUPERVISORY RESPONSIBILITIES

None

SKILLS AND ABILITIES

• Software, networking, and hardware troubleshooting and repair skills required.
• Understanding structured cabling standards.
• Must be able to identify needs/requirements without guidance and act to resolve accordingly.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists required.
• Excellent interpersonal, communication, planning, and organization skills are required.
• Proficient with Microsoft Office 365 Suite to include:  Word, Excel, Access and PowerPoint is required.
• Proficient with Microsoft Windows 10 and Windows 11.
• Proficient with mobile devices such as Apple iOS and Android.
• The ability to understand and follow instructions and the ability to concentrate is required.

• The ability to get along with others or to be part of a team.
• The ability to perform well in an unstructured environment.
• Access to Export Control Information.
• Regular attendance at the worksite.

EDUCATION and/or EXPERIENCE

• Associates Degree or 2 years of work-related experience or an equivalent combination of education and experience are preferred.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

This document does not create an employment contracts, implied or otherwise, other than an “at will” relationship.

CERTIFICATES, LICENSES, REGISTRATIONS

Microsoft Certifications and or other certifications (CompTIA, etc) preferred but not required.

WORK ENVIRONMENT/PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed in an office and factory settings.
• Exposure to shop environment such as noise, dust, odors and fumes.
• Occasionally required to lift up to 50 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently.  The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

MD Helicopters, LLC. provides equal employment opportunities to minorities, females, veterans, individuals with disabilities, sexual orientation, and gender identity.