Contract / Temp to Direct / Direct Hire: Direct Hire
State: North Carolina
Country: United States
Zip or Postal Code: 28226
O.R. Colan Company is seeking a Help Desk Technician to be based in Charlotte, North Carolina.
Level 1 support for Information Technology (IT) issues across all offices. Serves as first line of IT support for all employees. Focused on end user and office support, assertion of best practices, compliance monitoring, and data integrity. Assists with the achievement of IT Department goals.
Solves immediate and imminent problems. Plans on a daily, weekly, or monthly basis according to guidelines presented by upper IT management.
1+ year work experience or equivalent aptitude as an administrative assistant, IT support professional, or training professional.
Very strong Microsoft Office experience (Office 2010/2013/16 Word, Excel, PowerPoint, Outlook)
Solid Windows computer literacy and general aptitude
Ability to learn new complex concepts and tasks
Ability to perform repetitive tasks independently and correctly without supervision
Pluses include intermediate or advanced experience with other software packages, Microsoft SharePoint, Windows 7/8/8.1/10.
Past or Current Vendor IT Certifications (Comptia A+, Network +, etc.)
Key Result Areas (KRA's):
(Areas in which performance is measured and goals set)
Tasks-Activities Demonstrated ability to set and manage priorities, track issues in detail and create/implement direct support process enhancements aimed at eliminating redundant tasks and inefficiencies.
Accountability (Goal) Strict utilization of the IT Support Ticket System with adherence to related conventions. Reduction of repetitive support tasks through the creation and maintenance of support documentation, videos, and other resources.
Tasks-Activities Ability to manage Level 1 case backlog and avoid exceedance of daily backlog limits set by IT management.
Accountability (Goal) Close monitoring and rapid response to all outstanding open tickets. Help Desk personnel are expected to reach out to open ticket requesters directly and repeatedly to ensure tickets are resolved in a timely manner and do not unnecessarily carry over to the following business day.
Tasks-Activities Help Desk personnel are expected to interface with all levels of users in a respectful and patient manner in all support situations. Timely case resolution is also an important component of customer service.
Accountability (Goal) Help Desk personnel will ensure employee (customer) satisfaction through competent and timely issue resolution along with professional interactions via all related modes of correspondence.
Able to work cooperatively and effectively with others to interpret and resolve problems. Anticipates, understands and responds to the needs of internal and external customers to meet or exceed their expectations. Takes the initiative to go above and beyond to assist where and when needed.
Tasks-Activities Help Desk personnel are required to communicate clearly and in detail with all users across all issues.
Accountability (Goal) Help Desk personnel will maintain accurate and detailed cases in the IT ticket system. Repetitive communication will be streamlined and conveyed through the use of tools such as documentation and video. All written and verbal communication is expected to be clear and professional at all times.
Tasks-Activities Help Desk personnel will train users on proper IT system use and data entry practices as needed. They will act as a fallback for more targeted training by specific departments.
Accountability (Goal) Help Desk personnel will use documentation, videos, webinars, group and ad-hoc training sessions in order to ensure IT and data system compliance.
Tasks-Activities Help Desk personnel are expected to pursue industry certifications as outlined by IT management for each year. This development is aimed at ensuring competent IT support for all issues by expanding existing knowledge while introducing new skills as the IT landscape evolves or new products are introduced into the ORC IT ecosystem.
Accountability (Goal) Help Desk personnel will agree upon a yearly certification path with IT management in Performance Coaching and pursue the necessary courses, books, or other training necessary to prepare for related exams. Help Desk personnel are expected to pass each certification within two attempts.
While performing the duties of this job, the employee is regularly required to talk and hear. This position requires sitting, standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. Substantial repetitive movements of the wrists, hands and/or fingers. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
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