Helpdesk Technician

Job Overview 

Davies US is looking for an experienced Helpdesk Technician to analyze and resolve end-user hardware, software, and general technical problems in a timely and accurate fashion.  Reporting to the IT Manager, you will observe and control the company’s computer systems and peripheral equipment for the purpose of uninterrupted data processing, operating runs, and batch program jobs, and other duties to ensure efficient computer operations for all users).  

To be successful in this role, you need to have excellent team player with interpersonal skills, high level attention to detail and problem-solving skills and capable of working collaboratively and independently with minimal supervision.  You must have a high school diploma, a minimum of one year working with software and hardware support with Windows 10/11, a minimum of one year working in a Help Desk/IS technician environment and MS and technical certifications such as A+ or Network+ a positive.  Additionally, you will need to be proactive, independent, and takes initiative with consistent follow through, superb communication skills, verbal and written, conducted in a timely manner and superior time management skills with capability of working with and meeting deadlines.  This role is a in office position based in Orlando Florida.

Responsibilities and Duties

• Responsible for the “help desk” – appropriate utilization and distribution of all ‘Service Now’ requests from user community to IS staff as appropriate for computer issues/job requests to be handled by IS Department
• Provide application and technical support/assistance to all PC users
• Responsible for installing and maintaining software and hardware on user PC.
• Recommend upgrades, patches, and new applications and equipment
• Flexibility to provide support to users on an on-call basis
• Work effectively with project management, support, and other internal departments
• Work with users and clients to ensure proper data in the system to facilitate efficient job functions by users
• Ensure that requested data restores are logged and handled in a timely manner
• Responsible for maintaining stock of toners and other supplies as appropriate. Purchase orders will be issued and tracked as well as distribution of the supplies to the users
• Assist with troubleshooting network performance issues
• Collaborate with developers, programmers, analysts and designers in conceptualizing, developing and testing of new software programs and applications
• Responsible for maintaining systems and documentation that support compliance with Sarbanes Oxley requirements
• Assist in all USIS/AmeriSys office locations as necessary
• Exhibit company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

Experience and Qualifications

Required

• High School Diploma
• A minimum of one year working with software and hardware support with Windows 10/11
• A minimum of one year working in a Help Desk/IS technician environment
• MS and technical certifications such as A+ or Network+ a positive

Preferred

• Experience in working with software and hardware support
• Experience in working in a Help Desk/IS technician environment 
• Experience in researching and finding resolutions to any data issues

Knowledge, Skills, and Abilities

• Proactive, independent, and takes initiative with consistent follow through
• Superb communication skills, verbal and written, conducted in a timely manner
• Superior time management skills with capability of working with and meeting deadlines

• Excellent team player with interpersonal skills
• High level attention to detail and problem-solving skills

• Capable of working collaboratively and independently with minimal supervision

• Exhibit discretion with sensitive and confidential information
• Display a comfort level working with key people at all levels within an organization

Essential Requirements

• Must have US work rights
• Must speak English
• High School Diploma
• A minimum of one year working with software and hardware support with Windows 10/11
• A minimum of one year working in a Help Desk/IS technician environment
• MS and technical certifications such as A+ or Network+ a positive

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the individual for this job and are subject to change with or without notice.

Diversity and Inclusion

Davies is committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof).

Rewards and Recognition

We embrace innovation and run an annual competition available for all colleagues to submit their ideas. The top finalists travel to the current year’s competition site where they pitch their ideas to our investors. The winner receives funding to bring their idea to life and the runners up receive a reward for their involvement. Some of our colleagues have moved across into brand new positions to further develop their ideas/projects!

Benefits

• Medical, dental, and vision plans
• 401k plan with employer matching
• Paid Time Off, Sick Leave, and Paid Holidays
• Life insurance, short term, and long-term disability plans
• Amazing Executive and Senior leadership as well as fabulous colleagues

Position Type, Work Environment and Physical Demands

This is a In office, full time, Hourly, exempt position that predominantly operates remotely from a professional home-based office environment routinely using standard office equipment such as computers, phones, printers, photocopiers, and scanners and requires prolonged periods of sitting at a desk while working on a computer.  While performing the duties of this job, the individual will be required to regularly hear and talk.  This is a largely sedentary role requiring the ability to sit at a desk, reach outward, use a phone, have use of fingers to operate office equipment such as a keyboard, mouse, phone, printer, copier, and to reach above the head, bend, or stand as necessary.

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