Help Desk Technician

• Coordinate the resolution of urgent and complicated support issues; determine root cause, escalate, and coordinate issues appropriately;
• Provide reporting of relevant data and KPIs and trends to department leadership;
• Maintain IT knowledge base and ensure top quality solutions are available to the staff;
• Perform the intake and resolution of IT requests and break/fix incidents;
• Perform hardware procurement, distribution, systems design and laptop imaging;
• Perform user account management within relevant systems and services;
• Assist with technology needs, like working with building management, assembling workstations, coordinating with vendors and subcontractors as needed;
• Assist and resolve ticket requests with a client’s desktop, laptop, thin client, e-mail system, hosted cloud application, desktop application, server and VOIP phone system;
• Coordinate with other departments to resolve problems, if necessary;
• Set up and configure new desktops, laptops, and printers for employees and clients;
• Maintain inventory at multiple locations;
• Perform software license compliancy, auditing systems to ensure all installed software is licensed, and updated;
• Maintain available outside normal business hours as needed;
• Participate in the implementation and support of new technologies;
• Other duties as assigned by the department and/or company

Do you have experience in macOS?, * Should be comfortable if not proficient with administrating and troubleshooting the following systems and services: Windows 11 OS, Office 365 & associated services (Azure, Teams, SharePoint, OneDrive, etc), Active Directory, HyperV/VMware, MS Office, RMM tools, MDM/mobile devices and VOIP.

• Sound understanding of ticketing system functionality
• Average level of LAN & WAN network setups along with fundamental troubleshooting
• Strong phone skills, including receiving and making support calls
• Ability to respond quickly and effectively to support requests submitted by ticket, phone support, or spontaneous questions by teammates
• Ability to multitask and be able to juggle more than a single ticket - set up long-running tasks to increase efficiency and output
• Ability to analyze system & server performance using CPU, Memory, I/O
• Ability to execute procedures and support tasks in a reliable and repeatable manner
• Ability to perform daily operation tasks, maintenance not exclusive to job processing, network maintenance, workstation, documentation, and server maintenance.
• Have a passion for learning and continuous skill-attainment
• Ability to have technical conversations with non-technical people
• Must work well in a team environment, yet have the ability to work alone on given tasks or projects.
• Must have a flexible approach and enjoy working in a rapidly changing and growing organization
• Must always be able to represent the company in a professional manner and in all forms of communication

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Health savings account
• Life insurance, * 401(k)
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance