Job Description

Luth Research seeks a Help Desk Technician who is the first responder to support requests and is primarily focused on end-user and desktop support. This position is responsible for the maintenance of user work stations supporting a wide range of desktop applications, responding to helpdesk requests and maintaining all company equipment including phones, printing, audio and video equipment, sites and technology for company meetings and client needs to provide quality, dependable, timely service to drive company growth and profitability. The Helpdesk Technician will perform full software and hardware inventory tracking and additional tasks as directed by the Sr Systems Engineer..

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• First responder to all tickets within two hours to ensure all employees’ technical issues are resolved in a timely fashion and to prevent disruption in work flow.
  • Escalate tickets to other IT Staff or vendors when necessary to ensure more advanced technical issues are taken care of properly and efficiently.
• Troubleshoot local desktop, laptop, and printer issues logged in ticketing system in order to pin-point exactly what may be causing technical issues and address accordingly.
• Periodically visit each onsite employee workstation to:
  • Check if any ongoing IT issues exist that need resolution, then open tickets as necessary in order to begin the process of resolving said issue.
  • Make a note of how many laptops/PCs are present and note their asset tags in order to keep an organized inventory of all working equipment in stock and/or issued to staff. 
  • Check for cables to be tidied to ensure desk areas look organized and prevent any electrical mishaps.
• Perform scheduled maintenance in order to provide and continue to provide employees with most up to date working equipment possible.
• Manage inventory to ensure new hires will have company equipment issued in a timely fashion and/or provide company equipment on an as needed basis.
• Provision/Deprovision desktops, laptops, VMs, and mobile devices to ensure all staff is fully supported with all appropriate company equipment in order to perform all necessary job duties required of them.
• Install and configure desktop software to ensure all programs are updated to the most recent update and is in proper working order.
• Provide user account management in order to guarantee all employee staff are provided with working company Outlook accounts, email, phone, drive permissions, etc.  
• New user training to ensure new employees are knowledgeable in basic navigation of the company’s many programs/tools.
• Manage procedural documentation in order to keep track of standard practices that may be utilized in training future IT personnel.
• Any other tasks and projects as assigned by management.

OTHER JOB FUNCTIONS AND RESPONSIBILITIES:

• COMMITMENT: Knowledgeable about market research, dedicated to the goals of the company while promoting a positive culture to ensure good relationships, overall satisfaction and profitability. 
• ACCESSIBILITY: Must be able to access and function within areas key to productivity. Adequate manual dexterity to operate assigned and shared office equipment. Ability to travel on periodic overnight and extended stays, and work extended hours when necessary.
• COMMUNICATIONS: Must speak clearly and fluently to communicate on a wide range of topics. Above average reading comprehension, and grammatically correct written communication skills. Must have the ability to understand and respond intelligently to business correspondence. Interpersonal skills as needed to persuade, manage conflict, debate and negotiate. Response to pressure should be calm and reasonable. 
• TECHNICAL: Must demonstrate a high proficiency in understanding and working with basic software and computer skills, to include Microsoft Outlook, Excel, PowerPoint and Word.
• JUDGMENT: Comprehension of job requirements and procedures. Can initiate and perform work assignments under minimal supervision that may be broad, varied, and complex in nature. Employee must have the ability to use educated and intuitive judgment to make decisions.
• FLEXIBILITY: Must be able to work in a shifting environment with ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.
• ANALYSIS: Mathematical aptitude; use of numeric calculations for accuracy of reports and tasks.  
• ORGANIZATION: Organizational and time management skills sufficient to plan and accomplish assigned goals. 
• LOGIC: Deductive reasoning ability to enable the appropriate application of general concepts to specific situations. Able to translate theory into business practices. Employee must apply experience, skills and information to identify problems and plan strategic resolutions.
• WORK ETHICS: Must be willing to work hard, be dependable and responsible, possess a positive attitude and maintain a sense of honesty and integrity. 
• CORE VALUES: Luth Research and its employees are committed to our Core Values; Passionate and Driven * Delivering Excellence * Embracing and Driving Change * Career Growth and Development * Keeping it fun.

Qualifications

EDUCATION, EXPERIENCE, AND SKILLS:

•  High school diplioma or equivalent work related experience.
•  IT certification in Helpdesk/ Support and Hardware certification.
•  Experience with installation, troubleshooting, and training on Microsoft Windows 7/10.
•  Experience with installation, troubleshooting, and training on Microsoft Office Products.
•  Experience with Ethernet and 802.11 networking.
•  Experience with helpdesk ticketing applications such as Remedy, RT, Service Desk or others.
•  Experience working with telecom.
•  Experience working with network patch panels.
•  Experience working with and supporting telephone systems.
•  Experience with reimaging laptops.
•  Experience with scheduling meetings.
•  Experience with printer troubleshooting.
•  Strong work ethic and ability to work flexible hours as needed.
•  Excellent communication (both verbal and written) and teamwork skills.
•  Flexible schedule with the ability to work some nights and weekends.

FOR MORE INFORMATION ABOUT LUTH RESEARCH, PLEASE VISIT OUR WEBSITE AT WWW.LUTHRESEARCH.COM. 

Luth Research is committed to the principles of Equal Employment Opportunities and to making employment decisions based on merit and value. We will comply with all Federal, State and Local laws providing Equal Employment Opportunities, as well as all laws related to terms and conditions of employment.

Additional Information

All your information will be kept confidential according to EEO guidelines.