Help Desk Technician

Help Desk Technicians troubleshoot, advise, and build solutions for our valuable client’s technology infrastructure. Your skills will be the foundation for our support desk talent pool as you serve as a technical advocate for our client's front line and executive level employees. You will be relied upon to provide definitive solutions to our client’s hardware and network issues with the help desk expertise our customers know and count on.

Main duties & responsibilities (80%)

• Respond to incoming support calls and emails.
• Open/work/close help desk tickets.
• Mobile device, desktop and laptop support.
• Efficiently install/configure desktop (Windows and Mac) OS.
• Migrate user data.
• Provide Office 365 support and guidance.
• Troubleshoot and remediate hardware, software, network and printing issues.
• Facilitate new device configuration onto client networks.
• Complete and articulate client network audits.
• Create client infrastructure documentation.

Additional duties and responsibilities (20%)

• Provide first level phone support by gathering incident information from the customer.
• Follow ticket creation guidelines both when opening new tickets and when triaging existing tickets.
• Understand client expectation when creating or triaging a new service request. Ensure this expectation is communicated within the ticket and to the assigned technician.
  
• Proactively communicate with clients by keeping them informed of incident progress, planned outages and impending changes.
• Update CRM with new/correct site and contact information when necessary.
• Other duties as assigned.

Minimum Qualifications

• 2 Years help desk or technical support experience.
  
• CompTIA A+ and Network + (or Commitment to Completing Within 6 Month of Hire)
• MTA – Operating, Networking and Security Fundamentals (or equivalent)
• Basic network troubleshooting skills
• Experience with Windows and MacOS
• Exemplary customer service skills
• Proven analytical and problem-solving capabilities. 

Benefits

• Financial assistance for ongoing professional development and training
• 100% paid employee health insurance premiums
• 100% paid AD&D, STD and LTD
• Low-Cost Dental and Vision Plans
• 401k with company match after 90 days.
• Flexible PTO and Flex Time Scheduling
• Mobile phone allowance.
• Team lunches and outings.