<p>POSITION SUMMARY</p> <p>The Help Desk Technician ensures proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level.</p> <p>RATE: $22</p> <p>EDUCATION AND EXPERIENCE/QUALIFICATIONS</p> <p>High School diploma plus 3 years of relevant experience is required or completion of an IT trade program or BA/BS in the field of computer science, information sciences, or related field is preferred. Knowledge of basic computer hardware, including desktops, laptops, mobile devices and experience with desktop operating systems. Windows 10 is required and Microsoft Intune exposure is helpful. Familiarity with Azure AD and MS Remote Desktop environment preferred.</p> <p>Position also requires the ability to develop a good understanding of the organization's goals and objectives. Exceptional written and oral communication skills as well as interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Ability to conduct research into a wide range of computing issues as required, absorb and retain information quickly and present ideas in user-friendly language.</p> <p>Must be highly self-motivated and directed with proven analytical and problem-solving abilities with a keen attention to detail. Ability to effectively prioritize and execute tasks in a fast paced environment, provide exceptional customer service and work collaboratively in a team-oriented environment.</p> <p>LOCATION</p> <p>Bristol, CT</p> <p>SCHEDULE</p> <p>Full time</p> <p>EMPLOYEE BENEFITS</p> <p>At Wheeler, we're committed to not only supporting your career growth but also ensuring your well-being and security. Here's how we invest in you:</p> <p>Nurture Your Health:</p> <ul> <li>Comprehensive medical and prescription insurance through Centivo </li><li>Comprehensive dental and vision insurance through Cigna </li><li>Access to wellness programs to support your physical and mental health </li></ul> <p>Secure Your Future:</p> <ul> <li>Enjoy peace of mind with company-paid life and AD&D insurance </li><li>403(b) Plan, with contributions from the company </li></ul> <p>Fuel Your Career Growth:</p> <ul> <li>Pursue your educational goals with our Education Reimbursement Program </li><li>Access training and development opportunities </li></ul> <p>Maintain Work-Life Harmony:</p> <ul> <li> <p>Recharge with generous paid time off, including:</p> </li><li> <p>15 vacation days per year to explore and recharge</p> </li><li> <p></p> </li><li>8 sick days per year for your well-being <p></p> </li><li> <p>2 personal days per year for your personal needs</p> </li><li> <p>2 floating holidays per year to celebrate what matters to you</p> </li><li> <p>9 paid company holidays to spend with loved ones</p> </li><li> <p>Access free and confidential counseling through our Employee Assistance Program (EAP)</p> </li></ul> <p>ESSENTIAL DUTIES AND RESPONSIBILITIES</p> <p>Images or verifies image on equipment is current, builds computer in accordance with documented procedures, installs required software and updates, readies computer for deployment by following steps on checklist and schedules and deploys equipment in accordance with documented instructions.</p> <p>Sets up cell phones and air cards in accordance with documented instructions, maintains inventory of devices and schedules deployments with end user as needed.</p> <p>Fields incoming help requests from end users via both telephone and self-serve portal in a courteous, professional manner.</p> <p>Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in Help Desk tracking system.</p> <p>Builds rapport and elicit problem details from help desk customers.</p> <p>Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician.</p> <p>Records, tracks, and documents the Help Desk request problem-solving process, and actions taken, through to final resolution in Help Desk tracking system.</p> <p>Applies Wheeler approved diagnostic utilities to aid in troubleshooting.</p> <p>Identifies and learns appropriate software and hardware used and supported by the organization.</p> <p>Performs hands-on fixes at the desktop level, remotely whenever possible, including installing and upgrading software, installing hardware, and configuring systems and applications.</p> <p>Performs preventative maintenance as directed.</p> <p>Test fixes to ensure problem has been adequately resolved.</p> <p>Performs follow-ups to unresolved help requests in a timely manner.</p> <p>Continues to develop knowledge and understanding about the history, traditions, values, family systems, and artistic expression of groups served as well as uses appropriate methodological approaches, skills, and techniques that reflect an understanding of culture.</p>