Tait Towers is a world leader in innovative design and manufacturing of quality staging and scenery for the live entertainment industry. We specialize in Staging, Automated Rigging and Control for concert touring, permanent install and spectaculars. Please visit us at www.taittowers.com  for more information.

Purpose:

The (1st Line) Helpdesk Technician serves as a source of technical assistance and support to the user community for data, voice, video, hardware, or software. Responds to tickets for break/fix, moving/relocating, and new setup of equipment. Requires knowledge and skills to either assist the user to fix the problem, or escalate the problem to the appropriate IT resource, following department procedures. Accuracy/quality of work is a large requirement of this position; good attitude; good work ethic; good attendance record and punctuality.

Job Knowledge, Skills and Abilities:

• Highly motivated, positive, responsible, organized, quick learner and a team player
• Strong problem solving and troubleshooting skills
• Experience troubleshooting/repairing desktop and laptop computers, as well as printers
• Knowledge Microsoft Office Professional Products
• Basic understanding of Microsoft Active Directory and Exchange environments
• Experience with computer imaging and Helpdesk ticketing software, a plus
• Experience installing and configuring CAD products (Autodesk, Catia, Rhin, a plus
• Experience with ERP software, a plus

Role and Responsibilities:

Duties may include, but are not limited to:

• Triage incoming helpdesk tickets, determining urgency and assigning the to the appropriate IT resource
• Monitors, adds, updates and maintains IT helpdesk tickets
• Properly documents all ticket resolutions and follow up with all parties involved to ensure the problem was corrected to their satisfaction
• Monitors computer software and hardware operating status; ensure that computers, printers, and other peripherals are in operating order
• Performs hardware and software maintenance, when necessary
• Reports equipment problems or failures and provides necessary documentation
• Sets up & installs new equipment which may include Desktops, Laptops, Printers, Network equipment, etc.
• Assist users with general computer software problems/questions and escalate to the appropriate person when necessary
• Installs toner and clears paper jams in printers and copiers
• Installs and configures desktop software
• Communicates thoroughly and timely all pertinent information to give management as much time as possible to react to situations
• Uses proper phone etiquette for answering phones and interacting with customers, vendors and others
• Maintains a positive, proactive attitude committed towards continuous improvement of company culture and productivity
• Maintains a clean and organized work area
• Ability to perform functions of the job with minimal direction

Education/Experience:

Position requires an AA/AS degree in computer related field plus 1 year relevant experience; a BA/BS degree in computer science; or the combination of education and experience that enables performance of all aspects of the position.