Help Desk Technician

This position is responsible for managing the day to day support tickets generated by our clients. The successful candidate is a highly motivated team player who has excellent interpersonal communication skills, a commitment to delivering best in-class levels of customer service. This person is a good communicator and a person who can manage well when the client is in a pickle and really needs strong guidance. This person should be prompt and/or know the importance of communicating ETA's to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

II. Typical Duties and Responsibilities

• Troubleshooting desktops, laptops, mobile devices and printers and associated peripherals.
• Day-to-day support activities including ticket creation and resolution with a focus on detailed ticket annotation.
• Troubleshooting issues from inception to resolution, escalating tickets as needed, all while maintaining best practices throughout.
• Work on various IT projects, in addition to day to day tasks.
• Must be able to manage multiple tickets at one time.
• Assist in developing the documentation, knowledge base, and best practice guides.
• Communicate highly technical information to both technical and non-technical users.

Do you have experience in Attention to detail?, Do you have a High school diploma or GED?, * Must Haves - Demonstrated problem solving and solution development skills and the ability to explain problems and propose solutions to both technical and non-technical clients.

• Previous Help Desk experience is required.
• Experience with ticketing systems and multiple vendor solutions.
• Provides remote IT Help Desk support to users in multiple locations.

Ill. Qualifications and Experience

• High school diploma
• Basic LAN/WAN understanding
• Basic Network Administration: 1 year (Preferred)
• Experience in Office 365 suite, computer applications and willingness to learn new technology systems
• Microsoft Client-Server Networking skills: configuration and troubleshooting of client-side connectivity at both Operating System and hardware layers
• Apple iOS experience a plus

lV. Knowledge and Skills

• A+ certification is highly preferred.
• Excellent time management skills are crucial to success in this role.
• Experience required with Windows desktop operating systems
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Analytical processing skills
• Detail oriented
• Excellent written and verbal communication skills
• Language: English required, * Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance