Help Desk Technician

Summary

The Help Desk Technician is responsible for the effective and professional direct interaction and support of clients, defined as drivers and non-drivers, contractors and partners, IT needs to include hardware, applications, and all related client computing technology. Support includes specification, configuration, installation, testing, and troubleshooting computer systems and peripherals within established standards.

Education and Experience

1. High School Diploma or equivalent required, bachelor’s degree preferred.
2. 1-3 years working in Microsoft Windows and Exchange, in a networked TCP/IP environment.
3. Minimum 1 year experience with customer support, including assisting executive level users.
4. Demonstrated experience with a strong, positive attitude in a Team environment required.
5. Good organizational, documentation and analytical skills with the ability to implement solutions in a professional, responsive manner.
6. Must be able to demonstrate a proactive commitment to ATS corporate values and the success of all staff.
7. Proficiency in Microsoft Office (Word, Excel, and Outlook) required.
8. Excellent communication skills (written, listening, and verbal).
9. Willing and able to travel infrequently, including overnight travel.

Essential Duties and Responsibilities

1. Perform general maintenance tasks, troubleshoot, and repair computer systems and peripheral equipment for the purpose of keeping equipment functioning properly.
2. Update basic computer hardware and software installations for the purpose of keeping technology running efficiently.
3. Provide both proactive and reactive support for overall IT questions, specific technical questions and support desk issue management (tickets) for the purpose of providing excellent customer service.
4. Escalate problems and issues to a higher level of support. This includes service that exceeds response time, repair time, lack of parts, or any other issue for the purpose of providing excellent customer satisfaction.
5. Analyze and resolve technical problems for established networks for the purpose of keeping maximum up time.
6. Work as a team member with other technical staff members, to ensure timely response and problem resolution to end users for the purpose of providing excellent customer service.
7. Provide proactive communication and notification to staff of pending or upcoming problems, outages, or other service issues to provide courteous and timely service to staff.
8. Keep all work areas tidy and well organized, always maintain a safe work environment.
9. Present a neat, clean, and professional appearance and demeanor with all end user interactions.
10. Maintain a high level of confidentiality regarding company and personnel information to maintain a professional work environment.
11. Understands and consistently performs in accordance with ATS Mission, Vision, and Values.
12. Support ATS’ culture by aligning actions, behaviors, performance, and decisions in accordance with the Company’s values as set forth in our All-Employee Competencies.
13. Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required. 
14. Perform other duties and responsibilities as assigned.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

1. The employee is regularly required to sit and talk and hear.
2. The employee is frequently required to sit, walk, and reach.
3. Specific vision abilities required by this job include close vision to a computer monitor.
4. May involve lifting to 25 lbs. to move and install hardware and peripheral equipment.

Compensation & Benefits:

• The anticipated hourly pay range for this position is between $25.00 - $32.00. Hourly pay rate offered is determined by relevant experience, education, certifications, and geographic location as compared to others doing substantially similar work. In addition to the hourly rate of pay, employees may be eligible for performance-based incentives, which can vary depending on individual and/or company performance.
• Anderson Trucking Service is committed to supporting our employees with a comprehensive benefits package. Employees will have the opportunity to enroll in a variety of benefit programs including health, dental, and vision insurance, as well as a 401k retirement savings plan effective on the first of the month following 60 days of employment. Additionally, we provide paid holidays, paid time off, access to professional development opportunities, wellness programs, and employee assistance resources to our employees. Our goal is to ensure that all employees have the support and resources they need to thrive both professionally and personally.

This organization participates in E-Verify.
We will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. If E-Verify cannot confirm your authorization, you will be given written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before any action is taken against you, including termination of employment.
Employers may not use E-Verify to pre-screen job applicants or to discriminate based on citizenship status or national origin.

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