RH

Coroplast Tape Corporation

IT HELPDESK-TEMPORARY

Description

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires a personable, self-motivated individual who follows up with end-users.
• Responds to Help-Desk tickets in person or over the phone.
• Maintains helpdesk ticket system and assists IT Systems Admin.
• Serves as the first point of contact for end-user seeking technical assistance over the phone or E-Mail.
• Performs remote troubleshooting through diagnostic techniques and pertinent questions.
• Determines the best solution based on the issue and details provided by end-user.
• Walks the end-user through the problem-solving process.
• Directs unresolved issues to the next level of support personnel.
• Maintains helpdesk/ticketing system.
• Follows-up with end-users in a timely manner and professional courtesy.
• Escalates any issues or suggestions to the appropriate internal team.
• Identifies and suggests possible improvements on procedures.
• Gains an understanding of our Company’s products and processes.
• Assists other departments with technology needs, as required.
• Participates in company meetings and team activities.
• Performs other duties as assigned.

Position Summary: Provide technical assistance and desktop support for incoming queries and issues related to computer systems, software, and hardware. Provides level 1 support in a Windows 10 and Office 365 environment.

Requirements

Competencies: To perform the job successfully, an individual should demonstrate the following.
Adaptability – Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Continuous Learning – Assesses own strengths and weaknesses. Pursues training and development
opportunities. Seeks feedback to improve performance. Shares expertise with others. Strives to
continuously build knowledge and skills.
Customer Service – Displays courtesy and sensitivity. Manages difficult or emotional customer
situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to
improve service.
Problem Solving – Develops alternative solutions. Gathers and analyzes information skillfully. Identifies
problems in a timely manner. Resolves problems in early stages. Works well in group problem solving
situations.
Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit.
Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Puts success of
team above own interests.
Qualifications: To perform this job successfully, an individual must be able to perform each essential
duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
Education/Experience:
Associate’s Degree in Information Technology preferred or related field or equivalent experience.
A minimum of two years of IT Help Desk experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical
procedures, or governmental regulations. Ability to write reports, business correspondence, and
procedure manuals. Ability to effectively present information and respond to questions from groups of
managers, clients, customers, and the general public. Business English fluency required, German a
plus.
Mathematical Ability:
Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations,
and permutations. Ability to apply mathematical operations to such tasks as frequency distribution,
determination of test reliability and validity, analysis of variance, correlation techniques, sampling
theory, and factor analysis.
Reasoning Ability:
Ability to define problems, collect data, establish facts, draw valid conclusions and report thereon. Ability
to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with
several abstract and concrete variables.
Computer Skills:
To perform this job successfully, an individual should possess an advanced level of knowledge with
Windows 10, Windows Server 2008-2019, iOS mobile devices and Microsoft Office 365.
Certificates and Licenses:
A+ Certification
Supervisory Responsibilities:
No Supervisory responsibilities.
Work Environment: The work environment characteristics described here are representative of those
an employee encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical Demands: The physical demands described here are representative of those that must be
met by an employee to successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to sit and use hands to finger,
handle, or feel. The employee is frequently required to talk or hear. The employee is occasionally
required to stand and walk. The vision requirements include: close vision and ability to adjust focus.

Position: Temporary Part Time (Less than 30 hours a week.)

Duration: 3-6 months

Customer Service / Information Technology

Tagged as: help desk, information technology, it, temporary