IT Help Desk Technician-PT

JOB SUMMARY

The Help Desk Technician provides first-line technical support to BrightRidge employees. The primary responsibilities include resolving routine help desk tickets and configuring and deploying workstations and related equipment, allowing senior IT staff to focus on server, network, and security work.

This position works under the direction of the Manager of Information Technology and other supervising IT staff. The successful candidate must communicate effectively and provide BrightRidge employees with a friendly, helpful support experience.

This position allows for up to 28 hours per week, with a work schedule determined by the Manager of Information Technology.

ESSENTIAL FUNCTIONS

• Work help desk tickets assigned by the IT Manager or other supervising IT employee and record clear notes on each ticket.

• Configure and distribute new workstations, laptops, desk phones, and network equipment using tools such as PDQ Deploy, Microsoft Deployment System, and TransWiz.

• Resolve routine user issues, including password resets, account access, software installation, and basic hardware and peripheral problems.

• Escalate issues outside the scope of the position to the appropriate IT staff, providing sufficient detail to prevent duplicate troubleshooting.

• Assist with the installation of Room Alert devices and other equipment at substations and POPs.

• Assist with maintaining equipment inventory and documentation.

• Attend IT staff meetings and contribute ideas as requested.

• Work the schedule established by the IT Manager, up to 28 hours per week, with reliable, predictable, and reasonable attendance.

ADDITIONAL RESPONSIBILITIES

• Perform other duties as requested or assigned.

• Maintain a valid Tennessee driver's license.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of Windows workstations and Microsoft Office applications.

• Basic understanding of networking concepts, including IP addressing, DNS, and wired and wireless connectivity.

• Strong interpersonal communication skills, including the ability to interact with employees in a friendly and helpful manner.

• Ability to identify problems, determine appropriate solutions, and recognize when an issue needs to be escalated.

• Ability to document work accurately and consistently.

• Willingness to learn new tools, technologies, and procedures.

PHYSICAL REQUIREMENTS

This position requires occasional lifting of up to 50 pounds, along with frequent lifting of lighter items. Additional physical requirements include lowering, carrying, maintaining static positions (head/neck), standing, walking, sitting, talking, and simple grasping.

Constant use of vision, hearing, depth perception, and arms and hands for machine control operation is required.

WORKING CONDITIONS

Most work is performed indoors in a climate-controlled environment. However, occasional work may be required at substations, where conditions may include dim lighting, limited or no temperature control, and uneven terrain.

QUALIFICATIONS

• One year of experience in computer hardware and software support, or equivalent coursework or internship experience.

• Experience with Microsoft Windows workstations, preferably in a domain environment.

• Currently enrolled in or holding a degree or certificate in Information Technology, Computer Science, or a related field. Relevant certifications, such as CompTIA A+, may substitute.