Helpdesk Technician I

Location Remote Job type Contractor

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