IT HELP DESK TECHNICIAN

Job Summary

The IT Help Desk Technician is responsible for the support and troubleshooting day-to-day technology issues, including but not limited to desktop applications, custom applications, and computer hardware and networking devices.

Key Responsibilities

• Monitor, prioritize, and resolve incoming work order tickets and service requests from business units in a timely manner.
• Respond to hardware and software support issues from employees for Microsoft Office applications (Word, Outlook, PowerPoint, Excel), Phone/Voicemail, Printers, Mobile devices etc.
• Escalate complex technical issues to appropriate teams while maintaining clear and proactive communication with end users.
• Document resolutions and update ticket statuses regularly to ensure accurate tracking and reporting of IT support activities.
• Provide exceptional customer service by addressing user inquiries, educating staff on best practices, and maintaining a professional demeanor.
• Set up and configure new computers, tablets, and iPhones.
• Install application software.
• Track and update IT inventory.
• Set up/remove user accounts on systems (network, email, phone, security, etc.)
• Work with vendors to help resolve technical issues.
• Crosstrain with IT personnel for contingency and out of office coverage.
• Participate and collaborate in IT staff meetings and report on work activities.

Qualifications

Skills:

• Strong organizational skills
• Strong customer services skills
• Excellent interpersonal, verbal, and written communication skills
• Attention to detail and ability to follow given direction.
• Ability to problem-solve and think creatively.
• Ability to work collaboratively and independently on assigned duties.
• Ability to multi-task and prioritize assignments.
• Ability to display adaptability with shifting priorities.
• Networking/routing skills are highly desirable.

Education & Experience:

• Associate Degree in Information Technology and Information Systems and/or High School Diploma with 1 -3 years’ experience in an IT support role.
• Microsoft, Cisco Meraki, and/or CompTIA certifications (preferred).
• Microsoft Entra administration and support (preferred).
• Experience using Windows 10/11, Server OS 2016 and newer, and Microsoft 365.
• Experience with Active Directory.
• Experience with VoIP administration and support (preferred).
• Valid Driver’s License.
• High School Diploma or equivalent.
• Must be legally authorized to work in the United States.
• Must be able to read, speak, and understand English.

Working Conditions

• Sims Crane & Equipment maintains a firm commitment to providing a safe and healthy work environment for its employees and quality services to its clients. Sims Crane & Equipment is a drug-free workplace. Must be able to pass a post-offer / pre-placement drug screen. Must also submit to a post-offer / pre-employment background report.
• Work is performed in a standard office environment with prolonged periods of sitting at a desk and working on a computer. Subject to standing, walking, bending, reaching, stooping, and lifting objects up to 25 pounds at times.

Disclaimer: An employee must be able to perform the essential functions of the job, with or without reasonable accommodation.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Sims Crane & Equipment is proud to be an Equal Opportunity Employer/Drug and Alcohol-Free Workplace. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity and age.