Helpdesk Technician

The Helpdesk Technician reports directly to the IT Service Manager and/or Technical Director. The Helpdesk Technician is responsible for ensuring the daily operational support for YAI ticketing requests via the self-service portal, email or phone systems.

· Answering all inbound email and phone requests and documenting in the ServiceNow ticketing system

· Responding and escalating all requests via the ServiceNow self-service portal

· Ensuring that all tickets are resolved within the appropriate SLA

· Remediating in real-time all issues with regards to password resets

· Escalating all phone and equipment issues as appropriate

· Imaging and configuring devices as required

· Assisting in asset tag initiative under the direct supervision of the IT Service Manager

· Supporting YAI go-lives as needed

· Following up with end users on issues

· Documenting all pertinent information within the ticketing system to ensure proper policy and procedure is adhered to

· Support of applications as requested

· 2+ years in a fast-paced helpdesk environment

· Excellent technical knowledge of PC and desktop hardware and internal components, operating systems and networking principles.

· Understanding of utilizing helpdesk ticketing systems

· Thorough knowledge of MS Windows and MS Office.

· Understanding of networking principles and technologies (ie. DHCP, DNS)

· Understanding of networking troubleshooting techniques (ie. Ping, traceroute etc)

· Specific knowledge, training or experience in any of the following areas desirable: Active Directory, Citrix, Cisco, ODBC, Kronos, TCP/IP.

· Ability to reference, understand and utilize technical manuals and procedural documentation.

· Ability to conduct research into PC issues and products as required.

· Strong written and oral communication skills.

· Ability to present ideas in user-friendly language.

· Ability to understand the organization's goals and objectives.

· Analytical and problem-solving abilities, with keen attention to detail.

· Ability to adapt in a fast-paced environment while developing and maintaining strong lines of communication with staff

· Experience working in a team-oriented, collaborative environment.

· Strong customer-service orientation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a Vietnam or disabled veteran. YAI is an Equal Opportunity Employer.