IT Help Desk Support

The IT Help Desk Support staff primarily performs Level 1 technical support shown below:

• Level 1 Basic help desk resolution and service desk delivery- Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement., * Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• And other duties as assigned

Key Success Factors

• Provide excellent customer service to both internal and external customers
• Exceptional team player with passion and dedication

• Education: At least an Associate Degree in related discipline and 3 to 5 years’ experience with relevant certification, (preferred) of proven experience as a help desk technician or other customer support role related to the work
• Possess adept knowledge of the following: Trouble Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets - Excel, Access, MS Exchange, Word, Outlook, and Project.
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills

Basic Knowledge:

• Microsoft 365 Tenant and Apps
• Windows OS
• Mac OS
• MAC IOS
• Android OS
• Microsoft Azure
• Windows Server Technology like Server 2008, 2012, 2016
• Endpoint Protection like Trend Micro
• Cyber Security Fundamentals
• Firewall knowledge preferably Fortinet
• Cloud Backup Technologies preferably Druva
• Network Switches
• Network Data Cabling
• Remote Desktop Software like TeamViewer
• Microsoft Active Directory
• Microsoft Exchange Online
• DNS
• Point of Sale machines
• VOIP preferably Zoom
• Projectors
• PC Hardware
• Printers and Copy Machines, Physical - standing, walking, sitting, handling papers and folders, ordinary talking, hearing and vision, lifting up to 25 pounds.

Mental - alertness, precision, ingenuity, problem solving, analytical, memory, concentration, judgment, writing ability, reasoning, initiative, patience.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance