Job Description
Job Description
The IT Help Desk Technician I’s role at Clark Pacific is to provide a single point of contact for end users to receive support and maintenance within the
organization’s end-user computing environment. This includes installing,
diagnosing, repairing, maintaining, and upgrading all end-user devices
and equipment to ensure optimal workstation performance. They will also
troubleshoot problem areas (in person, by remote tools, by telephone, or
via chat) in a timely and accurate fashion and provide end-user
assistance where required.
Reasonable accommodations may be made to enable qualified
individuals to perform the essential functions.
Essential Duties and Responsibilities:
- Exercise a high level of professionalism and confidentiality when working
with staff, projects and proprietary information. - Record, track, and document IT service incidents; resolve incidents per
established Service Level Agreements. - Provide proactive support to Clark Pacific employees to ensure optimal
working of hardware and software and provide coaching on best
practices. - Support implementation of new computers, hardware projects and
hardware installations. - Install pre-packaged software as needed and perform updates to
software releases. - Be knowledgeable of tools available for diagnostic and performance of
hardware. Perform hands-on fixes at the desktop level when remote
tools are not appropriate. - Work with third-party support and PC equipment vendors as required.
- Follow defined process for on-boarding and off-boarding employees.
- Contribute to technician knowledge base and create help sheets for
users.