The Helpdesk Technician I is responsible for remotely being the first point of contact in resolving customers day to day IT support requests. Enumerated below are details of what the position entails.
RESPONSIBILITIES:
- Performs preventative maintenance of personal computers (PC) and related systems. Troubleshoots and resolves software and hardware failures. Identifies network problems when they relate to personal (desktop or laptop) computers.
- Gains familiarity with and assists Team Members in resolving hardware and software issues by fielding telephone calls, or email.
- Troubleshooting and diagnosing a wide range of issues in the hardware, software, virtual/could, and infrastructure space.
- Monitors the incident Management system to ensure timely acknowledgement and resolution of support requests.
- Relies on established guidelines and instruction to perform daily job functions.
- With limited guidance, performs a variety of installs and troubleshoots computer and Software issues.
- With limited guidance, performs a variety of duties, including:
- Installing and configuring basic workstation hardware and software,
- Assisting with provision of first and second level support and resolution,
- Troubleshooting hardware, software, and connectivity issues,
- Assisting with installations and updates of security software, and with decontamination of infected systems to align with current security standards.
- Works within established SLA parameters.
Required Experience/Skills: (1-2years)
- 3+ years of experience in a Help Desk position
- The successful candidate must be a team player with strong customer service and communication skills
- Experience with using and supporting: MS Active Directory (AD)
- Solid knowledge of personal computer hardware setup and routine software installation.
- Solid foundation and understanding of Mac OS.
- Solid understanding of Mac file structure, terminologies, troubleshooting, and basic terminal knowledge
- Excellent customer service skills both remotely and in person.
- High level of troubleshooting capability for Windows, Mac, and other IT hardware and peripherals in an enterprise environment.
- Basic knowledge of the Amazon Web Services (AWS), MS Azure environment
- Solid understanding of collaboration products such as Office 365.
- Ability to create and understand technical knowledge articles
- Solid communication and active listening skills
- Someone who is always looking to improve and advance themselves and their team both technically and professionally.
- Follows standard operating procedures and written directions to accomplish assigned tasks.
- Takes on challenging tasks or difficult questions with a mindset of resolving the task or question.
- Ability to multi-task and quickly adapt in a fast-paced environment.
- Develops and maintains working relationships both within and outside of the team.
- Strong understanding of help desk functions and technical support experience
- Strong knowledge of desktop/laptop hardware and BIOS upgrades
- Strong knowledge of Windows 10, Windows 11, iPhones, iOS and general productivity applications
Compensation & Benefits
- Retirement account setup & company contribution matching – Upon conversion to FTE
- Medical Insurance – Upon conversion to FTE
- Paid Time Off – Upon conversion to FTE
- Yearly bonus & base pay increase – Upon conversion to FTE