Help Desk Technician

GENERAL DESCRIPTION / PURPOSE: 

The role of the Help Desk Technician resources at Loram is the first line of support for business partners within the company.  The team manages all user-based support and will work with level 2 support resources when required.  

The role of the Help Desk Technician is to manage support including implementation, new user setup, licensing, availability, reliability, performance, monitoring, maintenance, upgrades, and security profiles. This position must be able to work with very little supervision in a fast-paced environment.  

As a Help Desk Technician, which is part of a global help desk team, you will be providing support for the entire company.  This position will create knowledgebase articles and document processes for the team and has a significant role in maintaining business continuity. 

ESSENTIAL JOB FUNCTIONS:  

• Maintain all aspects of laptops, desktops, mobile devices, tablets, licensing, and standard related software for end users. 

• Maintain corporate print service/maintenance contracts and assist with repairs as needed 

• Manage user accounts and access in Active Directory, Exchange Admin Center and Microsoft 365 Admin Center 

• Provide support for executive office and conference room AV systems 

• Load/Update the operating system, BIOS, and application software of corporate computers as required 

• Assist with deployment of specialized software as needed. Serve as a backup to other applications as required 

• Maintain an up-to-date inventory of IT resources and supplies 

• Respond to the needs and questions of network users concerning their access to resources on the network and the operation of various software programs 

• Respond to helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.      Acts as co-administrator for the ticketing system  

BEHAVIORAL COMPETENCIES: 

• Action Oriented 

• Creating a Service Reputation 

• Customer Focus 

• Strong Problem Solving 

• Technical Learning 

• Values Based 

Knowledge, Skills, and Abilities: 

• Strong working knowledge of Computer Hardware, Windows 10+, standard MSO 365 business applications, and other software support 

• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task, and meet deadlines 

• Ability to communicate effectively with staff on all levels within Loram 

• An open attitude toward learning and ability to work remotely when needed 

• Excellent verbal and written communication skills 

• A disciplined work ethic and advocate for Loram managements mission and vision 

• Ability to lead large work volumes, show flexibility, and adapt easily to change