IT Help Desk - POET

JOB SUMMARY

In POET Information Technology (IT), we proactively deliver a high level of service to empower our business units to create more value for POET. We work closely as a team, in a fun, fast-paced, changing environment to plan, execute and support IT initiatives. We recognize our end users as partners and work together to provide innovative and current solutions.

An IT Help Desk team member at POET provides first level technical support and guidance to users by responding to inquiries, troubleshooting and resolving problems for all software and hardware issues; printer support (Canon, HP and Dell); escalating and dispatching appropriate IT personnel as needed; communicate technical issues with team members to research and implement solutions; document inquiries and resolutions in the Help Desk trouble ticketing system; communicate all changes to appropriate IT management; keeps skills in relevant technologies up to date and takes steps to constantly improve those skills.

A TYPICAL DAY COULD INCLUDE:

• Adhere to all security practices and procedures to safeguard company resources.
• Provide a high level of service while supporting end users. Support includes laptops, desktops, cell phones, IP phones, and voicemail systems.
• Successfully troubleshoot issues both independently and in collaboration with all available resources.
• Work with technical support team members from external organizations to troubleshoot and repair hardware, software, and telecommunications systems.
• Manage internal requests for system issues or enhancements by prioritizing issues, communicating status to affected parties, and updating the Help Desk trouble ticketing system. The Help Desk trouble ticketing system is utilized to track user issues and provide IT with metrics to track user satisfaction.
• Provide routine and emergency support to team members in-person, over the telephone, and/or through remote support systems.
• Travel to remote sites as necessary to support operations.
• Assist other IT personnel in the completion of projects as assigned by the appropriate supervisor, manager, or the IT Director.
• Communicate frequently with end users as well as other support teams.
• Foster a culture of safe behavior and environmental compliance at all times.
• Maintain a team environment at all times and champion POET in the community.
• Since we’re all about teamwork and getting the job done, your skill may be put to a lot of other uses!

STRENGTHS OF A SUCCESSFUL CANDIDATE:

• Working knowledge of Windows based computer systems, computer hardware and software applications; local area networks.
• Specific knowledge and experience with Windows Operating system based PCs and laptops;
• Familiarity with TCP/IP protocols, phone and network servers as well as other related hardware.
• Troubleshoot PC, Printer and non-application support software problems until resolution is achieved.
• Ability to troubleshoot hardware and software problems
• Install and upgrade hardware and desktop software.
• Ability to establish and maintain effective working relationships with supervisors, peers, and other team members.
• 1 - 3 years of experience supporting the above competencies.
• Must have a valid Driver’s License.
• Willing to travel with occasional overnight stays.
• Associates degree in a technical field or equivalent experience.
• Knowledge in Microsoft Office Suite and the ability and willingness to learn new software applications.
• Excellent organizational, time management, and communication skills as well as the ability to adapt to change.

GROWTH OPPORTUNITIES WITHIN POET

At POET Information Technology, we believe in recognizing team member contributions as they add value to the organization. We help you own your professional development to grow your career at POET across departments within IT or across business units within POET. New team member titles and pay are determined considering their qualifications.

WORK ENVIRONMENT

• Culture is king at POET. We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s our code.
• This position is largely self-directed and requires understanding of company policy, procedures, and values.
• Team members will be required to adhere to all safety requirements in all work environments.
• This position operates in office environment.
• Some travel required for this position including occasional overnight stays.
• Specific physical requirements may include:
  • Sitting for approximately 90% of the time while working on a personal computer.
  • Occasionally lifting weights of fifty (50) pounds or less.

POET is an Equal Opportunity Employer (EOE). POET complies with all applicable federal, state and local laws regarding hiring and employment. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.