Job Details

Help Desk Technician

Required Clearance: Must be able to pass federal background investigation and obtain a Public Trust
Location: Detroit, MI

Position Summary: The Help Desk Technicians shall be responsible for installing/configuring Windows 10 operating system and other standard business applications on laptops and desktops for new end-users. The technicians will also provide support for the deskside incident management process and routine installation of IT computer and telephone equipment.

Position Responsibilities:

• Provide support for resolving customer problems with their deskside IT equipment, including laptops, desktops, telephones, printers, and scanners.
• Provide support for break/fix and routine replacement of equipment, maintain electronic inventory, surplus inventory, and ensure replacement equipment performs as required.
• Distribute peripheral IT equipment supplies (i.e., network printer toner, etc.)
• Support the maintenance of local area network (LAN) and wide area network (WAN) components.

Incident Management Support:

• Receipt of trouble tickets through the KISAM system.
• Execution of problem determination and resolution.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Perform peripheral repairs and maintenance.
• Provide informal customer instruction and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Relocation of computer equipment.

Deployment Support:

• Provide on-site support for delivery of new systems, and supplemental support as needed for remote delivery, and provide prompt and professional resolution of end-user incidents and problems.
• Responsible for laptop and desktop computer refreshes and furnishing end users with new equipment on routine schedule.
• Receipt/asset control of systems for deployment.
• Execution of pre-capture checklist required to assure success of the Altiris.
• Deployment Solution capture activity.
• Perform loading of above-baseline software and perform quality control steps to ensure the systems have the required configuration and software.
• Set up replacement workstation at user location.
• Test and confirm customer satisfaction.
• Correction of discrepancies identified, and root cause analysis to prevent future discrepancies.
• Provide timely updates in the KISAM system that is informative of the work performed on the assigned ticket.
• Remove and execute asset control procedures to excess the refreshed target system.

Essential Skills, Experience, and Certifications:

• Must hold U.S Citizenship or Permanent Resident Status
• Proven experience as a Help desk technician or relevant position
• Experience with installation/configuration of Windows 10 devices is beneficial
• Experience imaging laptops or desktops is desired
• Outstanding diagnostic, problem-solving and analytical skills
• Good communication skills
• Experience working with Ticketing Systems ideal
• Hands-on experience with common software and hardware
• Excellent Customer Service skills
• Exceptional oral and written communication
• Excellent Time Management skills
• Proactively develops and maintains strong knowledge of information systems and their related components, and makes recommendations to improve the reliability, scalability, performance, or security of these systems as appropriate. Leverages technology to automate manual tasks and seeks to improve efficiency wherever practicable and appropriate. Makes recommendations for process improvements.
• Receives goals and overall objectives from Management and assists in establishing and implementing the methods to attain them.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here represent those an employee may encounter while performing the job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing this job's duties, this position requires the ability to sit for potentially long periods throughout the workday. Hearing should be sufficient to understand conversations, both in-person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods without experiencing abnormal hand, wrist, or eye strain.

• Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.

Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses