Help Desk Technician Level 1

• Serves as a first point of contact for customers seeking technical assistance via phone or email.
• Performs basic troubleshooting remotely and resolve issues in a timely manner.
• Quickly determine best solution based on the situation at hand and details provided.
• Walking customers through the solution in an easy to digest manner.
• Provide accurate information on products and services.
• Research, describe, and escalate issues that are proving difficult to resolve.
• Follow up and update customers based on issue status.
• Identify and suggest possible improvements on internal and external procedures.
• Build out hardware to customer specifications and prepare for installation.
• Documentation of issues and steps taken to address said issue through a ticketing system.

• Technical support: 1-3 years (Preferred)
• Customer service: 1-3 years (Preferred)
• US work authorization (Required)
• Must have a High School Diploma
• Associate, bachelors, or certifications in IT related field (Preferred), * Proven experience as a help desk technician or other technical customer support role
• Tech savvy with an on-going motivation to stay up to date with latest technology
• Good understanding of computer systems (Mac, Windows, Linux), mobile devices (iOS, Android) and other tech related products
• Understanding of basic networking and concepts involved. (e.g. DHCP, VPN)
• Ability to diagnose and resolve basic technical issues
• A willingness to learn and improve
• Customer-oriented and cool-tempered
• Excellent verbal and written communications and attention to detail are critical to success
• Experience with speaking to customers over the phone
• Outstanding customer service skills
• Ability to think outside of the box to solve unique problems
• Ability to learn new software/hardware
• Active listening, note-taking, and retention of newly learned information
• Ability to adapt in any situation
• Detail Oriented
• Ability to explain information clearly to clients in layman’s terms
• Basic understanding of Windows Server 2019 and active directory
• Basic set of troubleshooting skills
• Basic understanding of remote help-desk duties
• Prioritizing tasks to efficiently meet deadlines and complete problems
• Strong organizational skills are required including use of Outlook and experience using service ticket systems
• Ability to work well as a team member
• Positive Attitude, Leadership, and Goal setting skills plus a willingness to learn new technologies is critical

Physical Skill Set Required

• Lift 40lbs. easily and without issues. From on the ground to counter height.
• Be on your feet for at least 2 hours at a time.
• Walk a flight of stairs.
• Retrieve items from the floor or plug in equipment

Values (are very important with the NWO team):

• Honesty
• Adaptive
• Receptive
• Dedication, * High school or equivalent (Preferred)

Experience:

• Help desk: 1 year (Required)

License/Certification:

• Driver’s License (Required)
• CompTIA A+ (Preferred)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Flexible schedule, * 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance