IT Help Desk
Job Description
Department
Information Technology
Job Title
IT Support Technician
FLSA Status
Exempt
Bachelor's degree in Computer Science or Information Systems preferred but not required.
Specialization (If any)
N/A
Number of Years
1-3 years
Department
Information Technology
Job Title
IT Support Technician
FLSA Status
Exempt
- Role Purpose:
- Key Duties & Responsibilities:
- Evaluate and prioritize incoming phone and email requests for assistance.
- Monitor internal help desk system for the delegation, assignment and/or completion of trouble tickets.
- Respond to queries either in person, over the phone, or via remote access.
- Provide diagnosis in basic error situations to determine point of failure.
- Work closely with associates to provide solutions.
- Operate and utilize the trouble ticket system, which will provide incident and problem management for issues related to computer systems (software and hardware).
- Coordinate problems with appropriate technicians.
- Troubleshoot equipment malfunctions and correct them as directed by operation manuals, or supervisor.
- Install, modify, and repair printers and computer hardware/software, which includes the set- up of new equipment to include maintenance of all existing workstations and inventory.
- Be familiar with industry diagnostic tools that will aid in troubleshooting problems.
- Create/update documentation of Standard Operation Procedures for the IT Department, which includes interdepartmental and instructional information for employees.
- Perform audits and maintain inventory of all equipment and programs.
- Document all performed analysis as per cGMP, USFDA and 21CFR211.194 guidelines.
- Follow cGMP (current Good Manufacturing Practices), 21CFR211.22, 21CFR211.28 and 21CFR211.170.
- Follow the OSHA (Occupational Safety and Health Administration) and EPA (Environmental Protection Agency) safety regulations.
- Follow all DEA (Drug Enforcement Agency) guidelines.
- Other duties as assigned.
- Typical Supervisory Responsibility:
- Education & Experience:
Bachelor's degree in Computer Science or Information Systems preferred but not required.
Specialization (If any)
N/A
Number of Years
1-3 years
- Technical competencies/ Certifications/ Licenses:
- Experience with Solarwinds WebHelpDesk and Citrix XenDesktop a plus.
- Strong aptitude in OS repairs, hardware, upgrades and troubleshooting.
- Ability to utilize any/all tools available in order to remedy minor computer equipment malfunctions.
- Knowledge of computers in order to perform task listed under principal duties, and responsibilities.
- Knowledge of methodology to operate computer systems and to troubleshoot minor computer equipment malfunctions.
- Interpersonal skills necessary to assist and train others in computer systems.
- Must be a team player.
- Must maintain confidentiality.
- Ability to meet deadlines.
- Must have the ability to work in a fast-paced environment with little assistance.
- Working knowledge of LAN and WAN technologies.
- Windows 7/10.
- Install and configure PCs and printers.
- Knowledge of Office 2010-2016.
- Knowledge of AntiVirus software and malware removal tools.
- Physical demand and Work environment:
- Physical demands:
- Work environment:
-
Seniority level
Entry level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Pharmaceutical Manufacturing
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