Help Desk Technician Level 1

The primary purpose of this role is to provide first level and/or basic second level support to our clients to resolve service incidents/requests in a timely manner according to SLA. Must perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for supporting desktops, laptops, Wi-Fi, VOIP services, internet connectivity, printers and more. The IT Help Desk Technician will be required to interact with third party hardware/software and key support vendors. To be successful in this role, a candidate must have excellent problem solving skills in order to remotely diagnose, isolate, evaluate and resolve complex problems, or when necessary, escalate or route them to the appropriate group., Willingness to ask questions/for help when needed and learn quickly

Manage daily ticket queue to our internal SLAs during regular business hours

Basic “first line” desktop and telecommunications support

Troubleshoot LAN/WAN network connectivity issues

User administration and support

Desktop and Server Application Support

In-depth troubleshooting of service interruptions and escalation to support partners as required

Coordinate with key vendor partners for monitoring and ticket resolution

Assist in the creation and review of detailed documentation and tracking for supported technologies

Do you have experience in Windows?, Do you have a High school diploma or GED?, This is a full time remote position with heavy phone interaction with clients. Required in person training will take place for approximately 4 to 6 weeks in our main office in Graham NC. This first 4-6 weeks of training in the office in Graham is required so we can ensure you have time to get acquainted with your team and feel comfortable with the tools and the processes. It is our goal to set you up for success and we have found (after doing this many times before) that the best way to do that is to have you in physically in the office for at least the first month. Once training is complete and you feel comfortable and management feels comfortable then you can work from home., Provide superb customer service via strong communication skills in both spoken and written forms, to technical and non-technical customers

DESIRED APPLICANT ABILITIES

Capability to use a variable elimination troubleshooting process

Thorough understanding of network flow/topology

Familiarity of Virtual Servers using Hyper-V

Working understanding of routing and Enterprise Level Firewall systems

Familiar with VLANs and configuration

Worked with basic AD functions

The hours are from 8-5, M-F.

If you are not familiar with VoIP technology and you are a fast learner, then we will train you. Our goal is to hire talented IT people. Skills can be taught.

Job Type: Full-time, * High school or equivalent (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Required)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, Salary: $30,000.00 - $50,000.00 per year, commensurate with direct experience, technical knowledge and aptitude. Benefits provided.

Application questions

You have requested that Indeed ask candidates the following questions:

How many years of Information Technology experience do you have?

Are you willing to undergo a background check, in accordance with local law/regulations?

This question was written by the employer. You can report inappropriate questions to Indeed by exiting this application and clicking the blue “Report Job” job link below the job description.

1. What is the basic function of DNS?

2. A client calls and says “Our internet is down. What are the most important questions to ask?

3. Why do you believe that working for ComTech may be a good fit for you?

Job Type: Full-time

Pay: $35,000.00 - $55,000.00 per year, * 401(k) matching

• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance