Help Desk Technician

The Technical Support Specialist's role is to provide a point of contact for end-users to receive support and maintenance of computer systems, desktops, and peripherals. This includes receiving, prioritizing, documenting and actively resolving end-user help requests related to installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and software to ensure optimal performance and escalating incidents when considered appropriate. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.

Requirements

• Field incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent support information into the helpdesk ticketing system, including categorization, impact / severity level and nature of problem, document the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed including accurately documenting instances of desktop equipment or component failure, repair, installation, and removal.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Answer to and perform moves, ads, and changes requests as they are submitted.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.

Do you have experience in Windows?, * Basic knowledge of computer hardware, including desktop computers, monitors, printers, and scanners.

• CompTIA A+ and Network+ Certifications preferred.
• Experience with desktop and server operating systems, including Windows 10 and Windows 11.
• Application support experience with Microsoft Office, Adobe Acrobat, and antivirus solutions (Symantec Endpoint, Sophos).
• Working knowledge of help desk programs (i.e., KACE, Web Helpdesk, Service Desk Plus)
• Exceptional written and oral communication skills.
• Strong interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Expert knowledge of Microsoft Office applications including Word, Excel, PowerPoint, Outlook, and Access. Knowledge of peripherals, connections, and networking.

Pulled from the full job description

• Referral program
• Tuition reimbursement
• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• 401(k) matching, The hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting, and is subject to change. The actual compensation offered ($40,000/yr to $60,000/yr) will be determined by various factors, which may include a candidate's education, training, experience, and geographic location., When it comes to compensation, the NexTitle family of companies offer a package that is both competitive and comprehensive. Your total compensation is made up of your pay and benefits, which are also available to your spouse, and eligible children. Among the benefits offered to eligible associates are:
• Generous Paid Parental Leave program
• Employee Referral Program $5,000
• Tuition Reimbursement Program
• Matched 401(k) Plan
• 9 Company Paid Holidays
• Medical, Dental and Vision
• Health Savings Accounts
• Life Insurance
• Short Term & Long Disability
• Flexible Spending Accounts

NexTitle is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Pay: $40,000.00 - $60,000.00 per year, * 401(k)

• Dental insurance
• Life insurance
• Vision insurance

NexTitle is a fast-growing Title and Escrow company with multiple offices located across the PNW and on the Hawaiian Islands. Are you ready to grow your career and move to the next level? Then we need to talk! Together, we are building a company that strives to live into our values - Growth, Relentless Self Improvement, Be Kind, Be Different, Next Level Service, Connection - Building Relationships That Matter and Own It - 100% Responsibility. If this sounds like an environment that you might like, keep reading!