Help Desk Technician

PRIMARY FUNCTION: Provides a proactive, high level of customer service to employees on a variety of issues including the following but not limited to, involving personal computer systems, operating systems, LAN/WAN and application software. This position will be based at our Corporate office in Liberty, MO and will serve as a remote support for our 13 external locations in the MO, KS, OK and Las Vegas.SYSTEMS SUPPORT

• Primary support for the Help Desk
• Install and configure systems such as supports DSN Administrative LAN/WAN applications or Asset Management applications.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards.
• Research and recommend innovative, and where possible automated approaches for system administration tasks. Identify approaches that leverage our resources and provide economies of scale.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Create, modify and/or delete user accounts per Client policy.
• Guide end users through troubleshooting procedures to restore technical service
• Re-image workstations and laptops (using current image software) when required.
• Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
• Create and/or update documentation that benefits end-users (e.g. how-to manuals and troubleshooting scripts) and/or other IT personnel (e.g. account termination spreadsheet).
• Participate in company technology projects as needed.
• Maintain an accurate record of hours spent on Work Orders and projects.
• Perform other related duties to support the mission and critical success factors of the Information Technology department.

• Understanding of basic computer/network concepts and terms
• Experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
• LAN, WAN, A+ experience
• Excellent written and verbal communication skills
• High school diploma or equivalent
• Stand/walk for 8 hours at a time
• Authorization to work in the U.S. without sponsorship
• Must be highly self-motivated and customer-centric
• 3 years of experience working in a production environment

• Experience troubleshooting thin clients, PCs, scanners, and portable handheld terminals

• Inventory management skills
• Excellent written and verbal communication skills. Comfortable communicating in person and via phone/radio with peers, managers, and vendors.
• Network + Certification or equivalent experience/knowledge
• A+ Certified or equivalent experience/knowledge
• Ability to manage multiple customer requests simultaneously
• Ability to prioritize work based on department and production objectives
• Ability to travel up to 10%.