Help Desk Technician

01 Jun 2024

Vacancy expired!

Description The Helpdesk Technician is responsible for problem-solving and troubleshooting first line IT related issues while providing an excellent customer experience. The candidate must have strong customer service and problem-solving skills with a lifelong learning and helping mindset. This position requires a high desire for working with both people and technology. Responsibilities

  • Initial intake, triage and response/resolution of telephone or email inquiries
  • Troubleshoot and manage hardware, software or network problems
  • Provide first call resolution where possible
  • Support cloud-based and mobile telecom
  • Perform software maintenance and custom installation on end user devices
  • Present solutions to technology issues and problems in user-friendly language
  • Recognize and escalate more difficult issues to higher level support
  • Document requests, steps taken, and all call activity
  • Update and maintain knowledge articles
  • Comply with all company policies and procedures, and attend all required trainings
  • Resolve assigned service requests
  • Other duties as assigned
Qualifications
  • High School diploma
  • 2+ years of experience in supporting users in a corporate/enterprise environment preferred
  • Excellent time-management and organizational skills
  • Dependable and punctual
  • Excellent written and oral communication skills
  • Active listening skills
  • Consistent patience and understanding
  • Able to work well independently as well as with a team
  • Administration experience with Microsoft Windows 7, 8, 10
  • Experience working with confidential information
  • Functional understanding or experience with Active Directory
  • Experience with iOS operating system
  • Experience with VOIP phone systems
  • Functional understanding of TCP/IP networks, wired and wireless (DNS, DHCP, WPA, etc.)
  • College Degree or Some College preferred
  • CompTIA A+, CompTIA Net +, MCP Certifications preferred
  • Experience with Dell KACE or MS System Center preferred
  • Administration background in macOS X preferred
  • Experience Administering an MDM platform preferred
Physical Requirements:
  • As the handler/deployer of new desktops/machines/IT-inventory:
    • Move most IT packages from reception to the IT offices and occasionally to conduct desk equipment migrations.
    • Ability to lift up to 75lbs (assistance is available for heavier items)
    • Unbox, break down and recycle any IT purchased inventory
Throughout the pandemic, our client has made the safety of their workforce first priority. Our client requires all employees to be fully vaccinated unless a reasonable accommodation is provided based on disability or sincerely held religious belief. Candidates will be required to provide proof of vaccination upon hire. Our Client seeks to enrich the diversity of their community and encourages applicants from a wide range of backgrounds to apply.