Help Desk Technician, 2nd Shift

Matheson Tri-Gas, Inc., a leading supplier of specialty gases & equipment, currently has an opportunity available for a Help Desk Technician on the 2nd Shift at our Newark, CA location.

The Help Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, & actively resolving end user help requests. Problem resolution may involve the use of diagnostic & help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Specific responsibilities include:
• Fielding incoming help requests from end users via both telephone & email in a courteous manner.
• Documenting all pertinent end user identification information, including name, department, contact information, & nature of problem or issue.
• Prioritizing & scheduling problems; & when necessary escalating problems to the appropriately experienced technician.
• Recording, tracking, & documenting the help desk request problem-solving process, including all successful & unsuccessful decisions made, & actions taken, through to final resolution.
• Applying diagnostic utilities to aid in troubleshooting.
• Accessing software updates, drivers, knowledge bases, & frequently asked questions resources on the Internet to aid in problem resolution.
• Identifying & learning appropriate software & hardware used & supported by the organization.
• Performing some hands-on fixes at the desktop level, including installing & upgrading software, installing hardware, implementing file backups, & configuring systems & applications.
• Installing anti-virus software.
• Testing fixes to ensure problem has been adequately resolved.
• Performing post-resolution follow-ups to help requests.
• Evaluating documented resolutions & analyzing  trends for ways to prevent future problems.
• Developing help sheets & frequently asked questions lists for end users.

The successful candidate will be certified in MSCS, MSCE, A+, and/or possess 1-3 years working experience in the support field, and possess knowledge of basic computer hardware. Experience with desktop and server operating systems, including all Windows is required. Basis HP UNIX or Linux is a plus. Individual should have extensive application support experience with Microsoft Office Suite, Visio, MS Project; and working knowledge of a range of diagnostic utilities, including SMS and RDP. Excellent analytical, documentation, communication and problem-solving skills are required, as well as strong attention to detail & the ability to effectively prioritize & execute tasks in a high-pressure environment.

We offer an excellent compensation package, which includes competitive salary & comprehensive benefits. Send resume & salary requirements to: Matheson Tri-Gas, Inc., Attn: H.R. Manager, 150 Allen Rd., Suite 302, Basking Ridge, NJ 07920; Fax: 908-604-1465 or e-mail: HR-Recruitment@Matheson-Trigas.com . No phone calls or agencies please.

Visit our website: www.matheson-trigas.com

EOE M/F/D/V