Help Desk Technician

Job Summary

Under general supervision, this position is responsible for providing first line technical support including receiving, prioritizing, documenting, and actively resolving end-user help requests. The role involves escalating incidents when considered appropriate and necessary to maintain business expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as in-person, hands-on help at the desktop level, while ensuring alignment with Graniterock's Family Vision, Core Purpose, Core Values, Strategic priorities, and business objectives.

Essential Job Accountabilities

1. Comply, understand, and promote safety initiatives to ensure "Safety Before All Else."
2. Build rapport while providing first contact support of incoming requests to the help desk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues following ITIL (Information Technology Infrastructure Library) incident management guidelines.
3. Prioritize incidents and service requests according to defined processes to meet business expectations.
4. Use remote tools and diagnostic utilities to aid in troubleshooting.
5. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
6. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
7. Deploy software using distribution tools and processes.
8. Record, track, and document the help desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution, adhering to ITIL incident management process.
9. Escalate incidents with accurate documentation and alert management to emerging trends in incidents, adhering to the ITIL framework.
10. Contribute to technician knowledgebase as needed and participate in ITIL Continual Service Improvement initiatives.

Education and Work Experience

* Bachelor's degree in information technology, Computer Science, or equivalent work experience

* 3 years of experience in an IT support role

Required Knowledge, Skills and Abilities

* Must be able to work in alignment with Graniterock' s Safe Work Practices, Core Purpose, Values, and Objectives, and support "One Company" principles.

* Knowledge of computer hardware support, imaging, and installation, including laptops, tablets, and printers.

* Support experience with Microsoft Windows 10 & 11 Enterprise, Microsoft Office 2016 and Office 365, Microsoft Teams & Teams Phone, and Active Directory.

* Experience with scripting tools such as PowerShell, Windows Scripting Host, Batch scripts & general command line.

* Proficient understanding of ITIL incident and problem management processes, specifically in the areas of incident triage, categorization, and maintaining ticket hygiene.

* Working knowledge of remote support tools such as Dameware, LogMeIn, or RDP.

* Working knowledge of Mobile Device Management (Microsoft Intune).

* Exceptional written and oral communication skills, including listening and questioning skills.

* Exceptional customer service orientation with the ability to present ideas in user-friendly language.

* Proven analytical, troubleshooting, and problem-solving skills with the ability to conduct research into a wide range of topics and absorb and retain information quickly.

* Lifting and transporting of moderately heavy objects, such as computers and peripherals.

* Occasional driving throughout the Bay Area to support branch locations. Must have a valid CA Driver's License and a clean driving record.

This position has been identified as a "safety sensitive" role and is subject to random drug and alcohol testing, per the Graniterock Substance Abuse policy.