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Langham Logistics · 16 hours ago

IT Helpdesk Technician

Indianapolis, IN

Full-time

Onsite

Entry, Mid Level

2+ years exp

Langham Logistics is dedicated to exceptional customer service in their Life Science Services. They are seeking an IT Helpdesk Technician responsible for Tier 1 helpdesk support for over 250 employees, which includes problem resolution, training end users, and maintaining IT resources.

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Responsibilities

Provide excellent customer service to all Langham associates

Properly route, escalate, and track helpdesk tickets

Provide technical assistance and support for incoming queries and issues related to computer systems, hardware, and software

Effectively communicate problem-solving steps to end users

Effectively utilize all communication resources to provide assistance to end users: ticket system, chat, phone, email, and in-person

Follow up with customers, provide feedback, and see problems through to resolution

Provide training to end users for New Hire Orientation, self-service, and utilization of new and existing IT resources

Proactively participate in continued improvement of IT processes and resources

Update and manage IT Knowledge Base for continued improvement and self-service

Coordinate with Tier 2 technicians and engineers to resolve applicable issues, develop processes, and deploy cyber security initiatives

Install, update, manage, and monitor support IT software. Including Microsoft Office 365, Windows OS, Helpdesk System, and Cyber Security Systems

Coordinate with vendors for software related technical issues

Perform scheduled and regular maintenance of supported IT software

Provision, install, repair, track, and manage supported IT hardware

Coordinate with vendors for hardware repairs

Set up and support audio/visual equipment for meetings and presentations

Maintain inventory of IT hardware

Perform scheduled and regular maintenance of supported IT hardware

Qualification

Technical supportMicrosoft Office 365Problem solvingCustomer serviceAnalytical skillsHardware managementDocumentation skillsCollaborationCommunication skillsSelf-motivationTime management

Required

At least an Associate's Degree in Information Technology or related field

2+ years of experience supporting a staff of 50 or more people

Excellent customer services skills

Collaborative approach and team player mentality within the IT Department and the entire organization

Demonstrated effective analytical, problem solving, and decision-making skills (can gather and analyze data and information and draw conclusions). Able to think logically and analytically

Excellent oral, written, and presentation skills to effectively communicate with all levels within the company by phone, email, chat, in-person

Excellent documentation skills

Demonstrated ability to achieve successful outcomes in handling difficult situations and end-users

Shows initiative and acts independently to resolve problems

Demonstrated ability to manage multiple priorities and follow through on tasks to completion

Must have a high level of self-motivation coupled with a strong work ethic

Ability to perform in a face-paced, deadline-oriented environment

Demonstrated strong technical skills, including: Ability to set up, maintain, and troubleshoot laptops and desktop computers including the software running on those devices

Ability to instruct users on how to use their laptops, desktop computers, and software running on those devices

Ability to set up and manage users in multiple systems, as well as reset and unlock users on the network

Proficiency with the Microsoft Office 365 suite, internet browsers, MS Windows, remote management software, and dual-factor systems

Demonstrated willingness for continual self-improvement and self-education