Help Desk Technician

The MENTOR Network, a national network of local human services providers offering quality, community-based services to adults and children with intellectual and developmental disabilities, brain and spinal cord injuries and other catastrophic injuries and illnesses, and to youth with emotional, behavioral and medically complex challenges as well as their families. When you join The MENTOR Network, you’ll make a difference every day and help to provide quality of life enhancing services to individuals across the country. The Company operates in 36 states.

Works closely with Field IT, Infrastructure, Business Systems and Telecom in resolving technical requests from users company-wide. Assists in the improvement of IT workflows and service delivery processes. In addition, assists with coverage and projects as required.

ESSENTIAL JOB FUNCTIONS

· Responds to and resolve IT requests via phone, email, voicemail and walk-ins. Escalates calls as needed using the incident management and knowledgebase tools.

· Tracks and documents customer requests through an incident management tool, reflecting thorough troubleshooting processes. Analyzes, coordinates, and delivers timely and accurate problem resolutions for end users.

· Occasionally performs various desk-side duties in office such as moves, adds, changes and desk side support.

· Provides technical support for “fully supported” and “accepted” desktop software, approved hardware (PC/laptops/printers/LCD projectors, internet connectivity solutions), as well as approved custom enterprise applications.

· Occasionally evaluates, tests and documents new software and hardware solutions to meet business needs and to determine integration issues with the current platform.

· Works with technical staff in other departments to keep the network available, clients notified and IT staff informed of any ongoing technical issues that affect multiple users.

· Serves as a Subject Matter Expert (SME) for Account Provisioning, wireless support, AD Folder Permissions or others as assigned.

· Identifies opportunities to enhance the support process and takes a leadership role as an enabler.

· Serves as a coach and mentor for Associate Help Desk Technician. Becomes a subject matter expert on two Corporate Enterprise applications, delivering advanced support and enhanced services in this area.

· Leads complex projects involving the design, development and rollout of technical products and services.

Performs other related duties and activities as required.

Education and Experience:

• High School diploma and four to six years of related customer service experience within the IT field.
• Minimum of two years working on a Help Desk delivering support primarily through the phone.
• An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

• Experience with MS Office, MS Exchange and Active Directory.
• Experience with Laptop and Desktop hardware in a support capacity.
• Experience with Incident/Help Desk Tracking tool(s).

Certificates, Licenses, and Registrations:

One of the following Certifications is required - MCSE, Network +, A+ Certification, Cisco