Helpdesk Support Technician

Hansen Talent Group is seeking a Helpdesk Support Technician to support after-hours operations for a large IT institute in the greater Columbia, SC area. The ideal candidate is able to work 5:30PM - 7AM EST and interested in growing and learning as an IT Professional within an enterprise setting.

The Helpdesk Support Technician will be responsible for providing end-user support and monitoring system/network logs to identify any potential performance issues and support incident management efforts.

Duties:

• Respond to incoming ticketed requests and calls related to needed technical troubleshooting and system outages, working closely with the end-user to ensure their understanding in the steps being taken and satisfaction in the results.
• Analyze and diagnose technical issues, troubleshooting at a Tier I/II level and escalating as needed.
• Support the administration of user accounts in Active Directory by unlocking accounts and resetting passwords, escalating concerns to the IAM on-call teams.
• Troubleshoot VPN and secure network access in Citrix, providing knowledge base articles to end-users to support knowledge share and technical education.
• Monitor system/network logs and security tools, escalating concerns and triaging remediation efforts across technical teams and potentially impacted business units.
• Create thorough documentation of all activities in ServiceNow and update knowledge-base-articles as needed.

• Hands-on troubleshooting experience
• Strong communication
• Willingness to learn and grown in a regulated, enterprise IT team