Help Desk Technician/IT Call Center

We are seeking a dynamic and proactive Service Desk Technician/IT Call Center Specialist to join our technology support team. In this role, you will be the first point of contact for end-users experiencing technical issues, providing exceptional customer service while delivering prompt and effective IT support. Your expertise will ensure seamless operation of computer systems, software applications, and network infrastructure across the organization. This position offers an exciting opportunity to develop your technical skills and make a meaningful impact by resolving diverse IT challenges in a fast-paced environment., * Respond promptly to incoming help desk tickets and support requests via ServiceNow, Jira, or other ticketing systems.

• Troubleshoot and resolve hardware issues related to computers, laptops, mobile devices, printers, and peripherals.
• Provide software support including installation, configuration, updates, and troubleshooting for Microsoft Office, Windows, macOS, Linux, and other enterprise applications.
• Assist users with network connectivity issues involving LAN (Local Area Network), VPN (Virtual Private Network), TCP/IP protocols, DNS configurations, firewall settings, and network administration.
• Manage user accounts and permissions within Active Directory and facilitate access through GPO (Group Policy Objects).
• Support IT infrastructure components such as Windows Server environments, SCCM (System Center Configuration Manager), Meraki networking devices, BMC Remedy incident management system, and ServiceNow workflows.
• Collaborate with team members to analyze problems thoroughly and implement effective solutions while maintaining clear communication with end-users throughout the process.

Do you have experience in macOS?, Do you have a Associate’s degree?, * Strong technical support skills with experience troubleshooting hardware and software issues across multiple operating systems including Windows, macOS, and Linux.

• Proficiency in computer management tools such as SCCM, GPO, Active Directory, DNS, TCP/IP networking protocols, and network administration principles.
• Knowledge of security technologies including VPNs, firewalls, Cisco Meraki devices, and basic understanding of IT infrastructure security best practices.
• Familiarity with help desk ticketing systems like ServiceNow or BMC Remedy as well as project management tools such as Jira.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Analysis skills to diagnose complex problems efficiently while maintaining a customer-focused approach.
• Experience supporting desktop support functions including hardware replacement and software troubleshooting for end-user devices.
• Ability to prioritize tasks effectively in a fast-paced environment while maintaining attention to detail. Join us in delivering outstanding IT support that keeps our organization running smoothly! This paid position offers an engaging work environment where your technical expertise will be valued and your problem-solving skills put to the test every day., * Associate (Preferred)

Experience:

• IT customer service : 1 year (Preferred)
• IT Service Desk and/or Call Center : 1 year (Preferred)
• call tracking and ticketing software: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Vision insurance