Help Desk Technician - Crete, IL

Holland
ESSENTIAL FUNCTIONS:
  • Field incoming help requests from end users via telephone, walk-up, help desk ticket and e-mail in a professional and courteous manner.
  • Create help desk tickets and document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
  • Identify & learn appropriate software and hardware used & supported by the company.
  • Perform hands-on fixes at the desktop and server level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • All other duties as assigned
PHYSICAL REQUIREMENTS:
  • Sitting for extended periods of time.
  • Bending & kneeling when working at a users' workstation.
  • Vision must be sufficient to clearly see a computer screen and reading materials.
  • Hearing must be sufficient to engage in conversations with users, whether on the phone or in person.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects – 15 to 30 pounds, such as computers and peripherals.
  • Ability to travel up to 20% of the time between office locations
  • Ability to work overnight shifts when needed
ENVIRONMENTAL CONDITIONS:
  • Ability to work both in-home and an office environment.  However, there may be occasional work in computer lab, shop or field environment.
QUALIFICATIONS:
  • High School Diploma or equivalent Required; some college preferred
  • 0-5 years Help Desk experience preferred
  • Bi-lingual in English and Spanish a plus
  • Strong computer aptitude and experience with Microsoft Operating Systems, Microsoft Office 365 applications, and IOS devices 
  • Knowledge of basic computer hardware.
  • Experience with desktop operating systems including Windows 7, Windows 10.  Knowledge of MAC OS a plus.
  • Experience with IOS devices.
  • Positive attitude & strong work ethic. 
  • Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment.
  • Exceptional written, oral communication, and interpersonal skills, with a focus on building rapport with the end users, listening, questioning skills and willingness to share knowledge with co-workers and end users.
  • Ability to conduct research into a wide range of computing issues as required.
  • Self-motivated and directed.
  • Ability to think logically and creatively.
  • Ability to effectively prioritize and execute tasks on the fly.
  • Must maintain a valid driver’s license and abide by our Corporate Fleet Policy
  • Ability to successfully complete all pre-employment testing required by Holland L.P.
Holland LP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, citizen status, religion, ancestry, national origin, age, disability, sex, marital status, military status, pregnancy, sexual orientation or any other basis prohibited by applicable federal, state or local employment laws or regulations in every location in which the company has facilities.
Disclaimer
This job description is not intended to be an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Management reserves the right to revise this job description at any time to add or remove tasks as circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).
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