Overview
The Help Desk Technician provide first-line support to Harlan Foods IT systems users by answering phone calls and monitoring help desk software to respond to new support requests.
Job Responsibilities

• Assist users by promptly resolving those issues that require basic skills or referring more complex issues to other IT staff (or external technical support) for resolution;
• Respond to inquiries about the status of ongoing support requests;
• Maintain availability to respond promptly to help desk requests by phone, email, help desk software, or in-person;
• Assess and triage incoming help desk requests; determine priority and level of expertise required to provide the needed assistance;
• Respond directly to issues related to common user issues, including but not limited to password resets, network and software navigation, basic functionality (how to questions);
• Communicate user needs to other IT staff when higher level of support is needed;
• Document user support requests and responses;
• Follow issues through to resolution;
• Assist in educating users about basic computer skills and use of applications software;
• Maintain an up-to-date knowledge of technology and systems in use at Harlan Foods;
• Perform routine system administrative tasks; e.g., activate/deactivate users; monitor network performance; run reports, etc;
• Adhere to and reinforce Harlan Foods policies for information security and confidentiality;
• Occasional off-hours work including evenings and weekends may be required;
• Occasional travel to various company sites is required;
• Perform other required tasks as assigned.

Job Requirements

• Associate's or Bachelor's degree in technology or computer science preferred;
• Good general understanding of IT applications in a business environment, and demonstrated proficiency in their use;
• Excellent general skills and demonstrated ability in the use of Microsoft Windows, Microsoft Office applications (Outlook, Word, Excel, PowerPoint) and Office 365 (including Teams, SharePoint);
• Knowledge of technical concepts and terminology: networking, LAN/WAN, client/server, RDP, databases, etc;
• Able to understand, communicate and discuss technological issues with other IT staff and outside consultants;
• Desire to learn new skills and keep current with technological advances as needed;
• Organizational skills, including juggling multiple tasks and prioritizing needs;
• Ability to recognize and troubleshoot basic problems in IT systems;
• Ability to recognize more challenging problems and evaluate the best resources available to handle these issues;
• Excellent customer service skills including but not limited to good listening and communication skills;
• Must be able to provide technical support to non-technical users with patience and understanding;
• Ability to work as a cooperative team member with other Information Technology staff;
• Professional and helpful demeanor;
• Provide high level technical support\direction to the Help Desk Team;
• Ability and availability of working off-hours and weekends as needed;
• Ability to travel domestically and internationally (10-15%).

Job Type: Full-time

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