Help Desk Technician
- Details
Job Position: Help Desk Technician Tier 1
Description:
The candidate will be an entry level to mid-level IT support engineer with a broad background in solving a variety of IT issues. The candidate must be an experienced problem solver that can work well independently and in a team environment, is self-managed, and highly motivated. The candidate should possess good knowledge and experience in network troubleshooting, desktop and server administration, as well as basic Exchange and Active Directory tasks.
A typical day can include basic system administration, deployment of hardware platforms and software applications, application support and troubleshooting of Windows XP, Vista, Win7, and Mac OS, Microsoft Office 2003-2010 application suite, Exchange/Outlook, Internet Explorer/Firefox/Chrome web browsers, Virus and Malware removal and mitigation, and troubleshooting of user, application and system problems.
Candidate should be able to effectively and efficiently solve basic to advance troubleshooting over the phone, via email, chat support, and with the use of RMM tools and remote administration software.
Responsibilities:
* Provide entry level to mid-level IT help desk support, software support, and entry level computer troubleshooting
* Ensures technical problems are identified, researched and resolved in a timely fashion
* Interact with Tier 2-3 help desk technicians and Network Engineers to restore service and/or identify and resolve the source of the problem
* Ability to effectively prioritize tasks and manage a request queue in a fast-paced environment
* Ability to think fast, make sound decisions and multitask
* Proven proficiency in troubleshooting a variety of issues on both Windows and Mac workstations/servers
* Provide phone and email support to on-site and field employees on a variety of issues including system access and operations.
* Troubleshoot computer hardware, software, or network related problems over the phone or email
* Properly document and track the details of the problem, analyze both status and resolution within the help desk tracking application.
* Follow through and communicate with the user while working the problem to ensures successful and timely completion of the problem.
* Must be proficient in a variety of hardware equipment, including printers, mobile handhelds, and scanners
* Proven ability to effectively manage multiple priorities and meet deadlines
* Display excellent written and verbal communication skills to customers with varying experience levels
* Professional phone etiquette, superior customer service and patience with computer users with varying levels of experience.
* Answer client calls, log issues into our trouble ticketing system and work an issue until resolution.
* Monitor various client IT systems for trouble alerts and take appropriate actions on those alerts.
* Route issue that cannot be resolved to the appropriate work queue (System Engineer, On-Site tech).
Qualifications and Requirements:
* Associates Degree or 2 year technical degree in related discipline
* 3+ years of related support experience
* An additional 2 years of experience may be substituted in lieu of degree.
* Technical certifications such as: MCP, A+, Network+, or Security+ are preferred
Salary:
Salary is contingent upon candidates prior work experience, certifications, and qualifications. Company benefits and perks will be discussed during interview process.
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