Help Desk Technician

Doubleline Group LP
Tampa, United States of America
6 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Intermediate

Job location

Tampa, United States of America

Tech stack

Microsoft Windows
Microsoft Active Directory
Software Applications
VoIP
Cloud Computing
Configuration Management Databases
Computer Security
File Systems
Event Logging
Mobile Application Software
Powershell
Remote Access Technology
Software Engineering
Scripting (Bash/Python/Go/Ruby)
Peripherals
Microsoft InTune
Information Technology

Job description

The Help Desk Technician will be responsible for providing support for hardware and software issues related to the firm's user-facing systems. This includes workstations, peripherals, mobile devices, VoIP devices, A/V conferencing systems, desktop applications, cloud applications, and mobile applications.

The Help Desk Technician will work closely with the Systems Administration, IT Infrastructure, Information Security, and Development teams. Their primary role will be to troubleshoot, solve, triage, and escalate technical issues that are reported by the business.

Job Functions and Responsibilities

  • Respond to requests for technical assistance in person, via phone, and electronically
  • Troubleshoot and resolve user support requests
  • Triage support tickets and escalate to the appropriate teams as necessary
  • Develop technical documentation for resolving issues and supporting business processes
  • Review tickets to identify trends and offer proactive solutions
  • Create and manage accounts in Active Directory
  • Manage accounts, licenses, and services in Microsoft 365
  • Manage mobile devices in Microsoft Intune
  • Deploy new workstations and software
  • Onboarding and offboarding of employees
  • Management of user hardware inventory in the Configuration Management Database (CMDB)
  • Basic understanding of operating system components, process structure, file systems, registry hives, remote access, and event logging

Requirements

Do you have experience in VoIP?, Do you have a Bachelor's degree?, * Minimum 3 years' experience working in a Help Desk or Desktop Support role

  • BS in Management Information Systems (MIS), Computer Science (CS), or related field
  • Experience working in a regulated environment where security and audit protocols are enforced
  • Experience managing tasks out of an IT Service Management (ITSM) platform
  • Experience with PowerShell or other scripting languages preferred
  • Experience administering Microsoft 365 and InTune is preferred
  • Outstanding initiative, work ethic, and attention to detail
  • Excellent interpersonal, written, and verbal communication skills
  • Able to work independently with appropriate guidance in a deadline-driven environment
  • Team-oriented and must possess strong integrity and professionalism Strong analytical skills and the ability to identify problems and offer solutions

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