Help Desk Technician

Help Desk Technician I

Classification: Help Desk Technician I

Exempt

Range

JOB DESCRIPTION

Summary/objective

The Help Desk Technician I is part of a global team that is responsible for first level support to all our customers. The candidate must be able to adapt to a constantly changing, fast-paced environment. The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.

Essential Functions

●        Be present and available during assigned Help Desk shifts

●        Monitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metrics

●        Perform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk system

●        Maintain and update open incidents and service requests to ensure a timely resolution; escalating to level 2 or supervisor/manager if unable to resolve

●        Collaborate and stay engaged in team conversations using the company’s collaboration tools

●        Attend all scheduled meetings/trainings

●        Participate in after-hours work as needed

●        Perform other tasks as directed by the supervisor/manager

Common Tasks Performed

●        Investigate and resolve routine hardware, software, and network issues

●        Install and update client software in an enterprise environment

●        Educate and train users on proper use of company supported systems and software

●        Follow all standard operating procedures (SOP) through the effective use of Knowledge Management

●        Work with Level 2 Tech to update knowledgebase documentation

●        Work with Level 2 Tech to create accounts and configure hardware as part of the on-boarding process

●        Provision hardware following the current process

●        Repair or replace client hardware as necessary

●        Monitor internal assets to ensure accurate inventory records

●        Support VoIP phone systems and infrastructure

●        Support Office 365 and Google Workspace environments

●        Perform network troubleshooting and issue resolution

Requirements

●        Experience managing, installing, and supporting Windows 10

●        Experience supporting Mac’s

●        Experience troubleshooting common computer issues

●        Understanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)

●        The ability to function within a Help Desk system workflow

●        Growth mindset, drive to continuously learn new technologies

Extra Considerations

●        Active Directory, O365 Admin and Google Workspace experience in an enterprise setting

●        Certifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+

●        Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)
 

Personal Skills

●        Excellent customer service skills

●        Strong communication skills

●        Strong organizational skills

●        Strong troubleshooting and problem-solving skills

●        Ability to work within a team environment

●        Ability to prioritize tasks and adjust priority when asked

●        Accountability for completing the task while working in a remote environment

●        Flexible with the ability to adjust between remote working and in-office when asked

●        Ability to work under pressure

●        Endeavor to implement proactive solutions

●        Must be able to lift and carry computer equipment up to 40lbs short distances