Help Desk Technician - Indianapolis, IN
Company: Epsilon Inc.
Location: Indianapolis
Posted on: November 26, 2022
Job Description:
Help Desk Technician
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Required Clearance: Must be able to pass federal background
investigation and obtain a Public Trust
Location: Indianapolis, IN
Position Summary: The Help Desk Technicians shall be responsible
for installing/configuring Windows 10 operating system and other
standard business applications on laptops and desktops for new
end-users. The technicians will also provide support for the
deskside incident management process and routine installation of IT
computer and telephone equipment.
Position Responsibilities:
- Provide support for resolving customer problems with their
deskside IT equipment, including laptops, desktops, telephones,
printers, and scanners.
- Provide support for break/fix and routine replacement of
equipment, maintain electronic inventory, surplus inventory, and
ensure replacement equipment performs as required.
- Distribute peripheral IT equipment supplies (i.e., network
printer toner, etc.)
- Support the maintenance of local area network (LAN) and wide
area network (WAN) components. -
Incident Management Support:
- Receipt of trouble tickets through the KISAM system.
- Execution of problem determination and resolution.
- Provide timely updates in the KISAM system that is informative
of the work performed on the assigned ticket.
- Perform loading of above-baseline software and perform quality
control steps to ensure the systems have the required configuration
and software.
- Perform peripheral repairs and maintenance.
- Provide informal customer instruction and confirm customer
satisfaction.
- Correction of discrepancies identified, and root cause analysis
to prevent future discrepancies.
- Relocation of computer equipment.
Deployment Support: - - - - - -
- Provide on-site support for delivery of new systems, and
supplemental support as needed for remote delivery, and provide
prompt and professional resolution of end-user incidents and
problems.
- Responsible for laptop and desktop computer refreshes and
furnishing end users with new equipment on routine
schedule.
- Receipt/asset control of systems for deployment.
- Execution of pre-capture checklist required to assure success
of the Altiris.
- Deployment Solution capture activity.
- Perform loading of above-baseline software and perform quality
control steps to ensure the systems have the required configuration
and software.
- Set up replacement workstation at user location.
- Test and confirm customer satisfaction.
- Correction of discrepancies identified, and root cause analysis
to prevent future discrepancies.
- Provide timely updates in the KISAM system that is informative
of the work performed on the assigned ticket.
- Remove and execute asset control procedures to excess the
refreshed target system.
Essential Skills, Experience, and Certifications:
- As a requirement of this position, all candidates must be
either a U.S. Citizen or have official legal status in the United
States. In accordance with -, Epsilon will not consider candidates
for this position who do not meet the aforementioned
conditions.
- 1-2 years experience as a Help desk technician or relevant
position
- Experience with installation/configuration of Windows 10
devices is beneficial
- Experience imaging laptops or desktops is desired
- Outstanding diagnostic, problem-solving and analytical
skills
- Good communication skills
- Experience working with Ticketing Systems ideal
- Hands-on experience with common software and hardware
- Excellent Customer Service skills
- Exceptional oral and written communication
- Excellent Time Management skills
- Proactively develops and maintains strong knowledge of
information systems and their related components, and makes
recommendations to improve the reliability, scalability,
performance, or security of these systems as appropriate. Leverages
technology to automate manual tasks and seeks to improve efficiency
wherever practicable and appropriate. Makes recommendations for
process improvements.
- Receives goals and overall objectives from Management and
assists in establishing and implementing the methods to attain
them.
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Physical and Mental Job Requirements:
Listed below are the physical or mental requirements necessary in
the job's performance. Reasonable accommodation may be made to
enable individuals with disabilities to perform essential job
functions.
- Prolonged periods of computer desk work.
- Dexterity of hands and fingers to operate a computer keyboard,
and other computer components.
- Speaking and hearing sufficient to converse and understand
conversations, both in-person, telephone and virtual
meetings.
- The cognitive skills needed to complete tasks, including
abilities such as learning, remembering, focusing, categorizing,
and integrating information for decision making, problem-solving,
and comprehending.
- Ability to learn new tasks, remember processes, maintain focus,
complete tasks independently, make timely decisions in the context
of a workflow, and the ability to communicate with managers and
co-workers.
- Mental aptitude to respond appropriately in high pressure
situations or deadline driven environments.
- Maintain a professional emotional response when working with
others.
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Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
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Epsilon is committed to creating a diverse environment and is proud
to be an equal opportunity employer. All qualified applications
will receive consideration for employment without regard to race,
color, religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran
status. EEO/AA: Minorities/Females/Disabled/Vets.
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Please click - -to review your rights under EEO policy.
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If you are an individual with a disability and need special
assistance or reasonable accommodation in applying for employment
with Epsilon, Inc., please contact our Recruiting department by
phone 828-398-5414 or by email -.
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Keywords: Epsilon Inc., Indianapolis , Help Desk Technician - Indianapolis, IN, Professions , Indianapolis, Indiana
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