Help Desk Technician

IBA InfoTech Inc.

Winston-Salem, NC, United States

about 2 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

ibainfotech.com

Tech stack

Microsoft Windows Active Directory Antivirus Softwares Disaster Recovery Virtual Private Networks (VPN) Microsoft Office Topdesk Microsoft SharePoint Software Systems Wide Area Networks Information Technology

Job description

Provide a single point of contact to the organization for information technology related
Identify, research, and resolve software/technical issues.
Respond to telephone calls, email and personnel requests for IT technical support.
Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
Other duties as requested depending on call volume.
Participate in on-call rotation when circumstances require.
Be willing and able to respond to after hours and weekend calls.
Draft FAQs for common help desk issues on supported software systems.
Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.

Requirements

Minimum of 5 years’ experience required
Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology.
Excellent written and verbal communication skills.
Must demonstrate a sense of urgency while acting in a professional, calm manner.
Ability to stay abreast of changes and updates in relevant technologies.
Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required.
Solid working knowledge and experience in Windows 10, Office 365 Exchange/SharePoint, LAN/WAN.
Must be a self-starter and team player who also can work independently
Detail oriented and able to thoroughly document and communicate issues.
Ability to handle multiple projects in an organized and timely manner.
Ability to analyze and resolve problems according to established priorities.
Ability to work in a fast paced, changing environment with individuals from diverse areas of specialization.
Experience with Microsoft Office applications required.
Experience with various help desk software a plus.
Experience with imaging desktops.