Help Desk Technician

Status : Non-exempt Regular Hours : 40 hours/week

Reports to : Technical Services Manager

General Summary of Position:

The IS Help Desk Technician provides top quality technical support and troubleshooting for office managers, field consultants, and staff members and serves as the initial help desk support contact. The IS Help Desk Technician will also maintain the computer and communications equipment used by the offices as a whole. These activities will occur both on site as well as via telephone support and often will be time critical. The IS Help Desk Technician will also triage incoming support requests and assign requests to Tier II or Tier III staff members as needed.

General Description of Who We Are and What We Do:

Hurley & Associates is an Agri-Marketing company with Christian and family values. Our business is unique, in that we have the opportunity to make a positive difference in a farmers’ level of success. We help agricultural producers secure revenue.  We do that through commodity risk management that is tailored to each farmer’s individual operation and risk tolerance.

Hurley & Associates offers employees a competitive benefits package with two health plan options, dental, vision, Basic and Voluntary Life Insurance, Health Savings Account, 401(k) Savings Plan, EAP, Short Term Disability and Long-Term Disability.

Essential Duties & Responsibilities

Service and Partnership

• Uphold and exemplify Hurley’s mission, vision, and Hurley Advantage playbook
• Ensure that technical issues are solved quickly and thoroughly to minimize the impact on our company’s ability to do business
• Customer service oriented
• Conduct oneself in a way that reduces stress and frustration in other employees when technical problems do occur
  
  

Computer Hardware and Software

• Set up new computers including initial install of operating system, productivity tools, quote software, and communication software
• Administer End User Accounts in Office 365 Tenant
• Set up, configure, and maintain printers, faxes, scanners, etc.
• Aid, assist, advise, and train non-technical users in the use of operating systems, productivity tools, and specialty software.
• Set up, configure and maintain Microsoft SharePoint libraries and pages.
  
  

Networking

• Assist other IS Department personnel with the troubleshooting and repair of network connectivity issues
  
  

Required Knowledge, Skills, & Abilities: Competencies

Interpersonal Skills

• Ability to communicate with non-technical people in a patient, friendly, non-threatening, and considerate manner
• Willingness to seek advice of Tier II or management in situations that have effects beyond a single user or personal competency.
• Ability to listen, understand, and pass suggestions up the chain of command
• Willingness to spend time providing support via telephone and Microsoft Teams
  
  

Cultural Fit to Hurley

• Be a self-motivated individual and have the desire to be part of a successful team
• Good time and resource management
• Willingness to go the ‘extra mile’ to get the job done
• Detail oriented
• Willingness to accept and follow protocols established by management
• Ability to multi-task and manage stress and frustration
• Willingness to work more than 40 hours per week and travel overnight occasionally
• Ability to respect privacy of personal and confidential information
• Assume responsibility and accountability for decisions and consequences
  
  

Troubleshooting Abilities

• Understand how computers and communications work, what things can go wrong, and how all of the pieces (hardware, software, networking, etc.) fit together
• Ability to formulate a plan to test the issues at hand and develop a solution for same
  
  

Educational and Experience Requirements

• Diploma or GED Equivalent and
• 1 year experience in IT
  
  

Confidentiality Requirement

• Has access to confidential information and therefore, required to sign a confidentiality agreement.
  
  

Comments :

Duties and responsibilities of the position may change according to the needs of the company.

Hurley & Associates, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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