Help Desk Technician

• Provide technical support to customers via phone and remote access tools.
• Diagnose and resolve hardware and software issues remotely.
• Assist customers with setting up and troubleshooting workstations, printers, and network connectivity.
• Manage and maintain computer hardware, software, and networking systems remotely.
• Perform remote diagnostics and troubleshoot to resolve technical issues efficiently.
• Deliver exceptional customer service to both technical and non-technical users.
• Document support requests and resolutions accurately in the ticketing system.
• Participate in ongoing training and knowledge-sharing sessions within the team.
• Ensure compliance with company policies and customer service standards.

Work Environment:

• Ability to lift/move items up to 20 pounds.
• Remote support primarily, with possible travel to client locations if needed.

• High School Diploma or GED; further technical training, certifications, or an associate’s degree are a plus.
• Ability to pass both state and federal background checks to include fingerprinting.
• Experience in technical support, particularly in a help desk environment, is preferred.
• Strong communication skills, especially in explaining technical concepts to non-technical users.
• Proficiency in using remote support tools and troubleshooting techniques.
• Strong organizational skills and the ability to multitask.
• Valid Michigan driver’s license.
• Familiarity with desktop computing systems, network security, and WAN protocols.
• At least 2 years of experience in areas such as virus removal, system troubleshooting, wireless technologies, and networking protocols., * Residency in or relocation to Jackson, MI.
• Minimum 1 years experience in computer networking and LAN., * High school or equivalent (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

License/Certification:

• Driver’s License (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Competitive salary
• Comprehensive benefits package including health, dental, and vision insurance.
• Paid holidays, vacation, and flexible schedules.
• Opportunities for bonus pay.
• 401(k) plan after 12 months., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Computer Ties is seeking a full-time Help Desk Technician to join our team. This role is ideal for someone who thrives in a dynamic environment, providing essential technical support to our diverse clientele over the phone and through remote support tools.