Helpdesk Support Technician I

Summary of Duties and Responsibilities:

• IT Help Desk support (On rotating basis with some after-hours coverage)

o Answer help desk phone calls

o Route help desk tickets to appropriate technicians or support groups

o Provide on the spot troubleshooting as time allows

o Provide support through online chat system

o Provide walk up support

• Provide local support for the following systems (installation, upgrades, troubleshooting):

o PC/Laptop Hardware and Software

o Network Peripherals, Printers, Copiers

o Telephone System

o Enterprise/Business Applications

• Maintain loaner laptops

• Hardware procurement, inventory, disposal support

• Travel to other Hologic sites to provide support

• Travel to conferences when IT support is requested

Qualifications:

To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to do the essential functions.

• Windows 7 & 10 experience

• Microsoft Office 2013 experience or above

• Knowledge of Laptop/Printer Hardware

• Networking and Wireless skills a plus

• PC/Laptop build experience

• Active Directory and Windows server product experience desired

• Desktop support tools knowledge

o Anti-Virus, Malware, Spam experience desired

• Ability to triage, troubleshoot, and resolve basic PC/Network problems quickly and accurately; contacts vendors as needed

• Ability to be an active participant and contributor on a professional IS Support Team

• Good communication skills, telephone support skills, and interpersonal skills with a customer service focus

• Ability to plan/organize time and workload

• Ability to follow standard process/procedures

• IT service management system experience desired (ServiceNow experience a plus)

• Ability to work assignments that are routine in nature and recognize deviation from accepted practice

• Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting

Education:

• BA/BS MIS or CIS (or related technical discipline) desired

Experience:

• 2-3 years’ experience in IT Help Desk support

Specialized Knowledge:

• Good troubleshooting and technical skills

• Good communications skills

Additional Details (Including Physical & Mental requirements)

• Must be able to lift 50 lbs.

Best Regards

Prateek (Patrick) Sagar

Technical Recruiter

[email protected]

HQ: 13911 Ridgedale Dr, Minnetonka, MN 55305