Help Desk Technician

The Help Desk Technician’s primary responsibility is Client Satisfaction by ensuring SLA’s are met. The Technician is responsible for handling first level support of IT service requests. This relates to all technology, including workstations, servers, cloud services, printers, networks, and vendor specific hardware and software.

About HDCav:

Work life consists of a highly collaborative, supportive environment that offers the latest business tools to collaborate and execute tasks. As a company founded on core values, we foster those values in each of our employees, from CEO to Technicians. Family, community, and a shared sense of doing what’s right for everyone govern our decisions both strategically as a company and in our daily activities. We constantly seek out ways to support each other and our communities, offering support at any time. We work hard and play hard which means we crack each other up, while getting down to serious business as the occasion calls for it. We also hold regular holiday and company events like costume contests, summer BBQs, and game parties., * Provide technical support for Microsoft related technologies

• Provide technical and Vendor support for all types of client Line of Business applications
• Provide hardware technical support for Computers, laptops, printers, access points and other miscellaneous peripherals
• Provide technical support for backup solutions and disaster recovery
• Create and Maintain system documentation and instructions in the remote management software
• Provide accurate documentation of notes and time spent using the remote management software
• Communicate to clients with timely and periodic updates on:
• Incident progress
• Notification of impending changes or agreed outages
• Accurate time estimates for resolution
• Provide cheerful assistance to the client for any issue, even for mundane or simple problems
• Articulate technical information clearly and simply to non-technical people in varying organizational levels
• Be a Team player, enjoy sharing information and help other Team members achieve team goals
• Research and ask for technical expertise from other team members
• Escalate Service Request tickets to the Help Desk Senior Engineers
• Understand that the success of individuals is measured by the success of their teams
• Learn new technologies through research and the use of self-study materials
• Complete required training on time as required
• Present and always convey a Professional appearance. Report to on-site clients as needed.
• After hours support rotation is required.

• Interpersonal skills: Professional telephone and written and oral communication skills, active listener and customer-care oriented.
• Ability to effectively communicate to a diverse group of directors, managers, vendors, clients and personnel at all levels
• Ability to clearly convey information in non-technical terms with professionalism and confidence
• Ability to troubleshoot technical issues by interpreting and understanding the nature of the request
• Ability to troubleshoot and think analytically and be a methodical problem solver
• Technical awareness: ability to match resources to technical issues appropriately
• Ability to multi-task and adapt to changes quickly
• Service awareness including ability to coordinate effort with the Project Team
• Typing skills to ensure quick and accurate entry of service request details
• Highly self-motivated and a self-starter
• Be able to follow direction with keen attention to detail
• Possess strong organizational and analytical skills
• Ability to work in a fast-moving environment
• Demonstrated ability to be punctual and regular attendance Ability to drive company vehicles to on-site clients
• The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.

Desired Credentials and Experience:

• Preferable 1-2-year experience - Office 365 and Mobile Messaging Technologies Support
• Preferable 1-2-year experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Preferred certifications: A+, Security+, Network+, MCP, Apple
• Preferable 1-2-year experience - Server Hardware Technologies Support
• Preferable 1-2-year experience - Workstation / Laptop Hardware and Software Technical support

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance