Technology Help Desk Technician

Description

The Technology Help Desk Technician is responsible for the installation, configuration, and support of office and store systems. This role requires a balanced combination of technical proficiency and customer service expertise to deliver effective end-user support.

The Technology Help Desk Technician provides timely and professional assistance to users in both office and retail environments while ensuring all incidents and resolution steps are accurately documented. The ideal candidate demonstrates the ability to work efficiently in a fast-paced environment, manage multiple priorities, and maintain a high standard of service delivery.

Reporting Manager: Help Desk Manager

Key Responsibilities

IT Support:

• Installation and continuing support for store hardware/software
• Maintenance and routine support of desktop software
• Learn the function and back-end operation of software systems in place
• Serve as an advocate for end users by identifying solutions that can enhance the users' experience
• Provide exceptional help desk support
• Handle ticket escalations utilizing Help Desk ticket solution
• Work with other technicians to assist in resolving escalated tickets to gain knowledge and drive ticket resolution
• Work with other technicians to create documentation as needed
• Provide after-hours support in on-call rotation
• Other responsibilities may be added and/or assigned as needed.
• Willingness to become a subject matter expert within many fields
• Track equipment replacement, usage and maintain inventory
• Travel to store locations as needed

Core Competencies:

• Track equipment replacement, usage and maintain inventory
• Thorough knowledge of Wesco end-user applications and desktop hardware and software
• Thorough knowledge of Wesco store systems and procedures
• Must be detailed oriented and have an analytical mindset
• Strong knowledge of Windows Operating Systems (OS)
• Strong knowledge of general networking infrastructure
• Strong knowledge of the Microsoft Office suite of applications
• Possess a strong passion for solving challenges through technology
• Strong customer service and problem-solving skills
• An ability to stick to strict deadlines and prioritize
• Ability to communicate technical information, both verbal and written to a wide range of end-users

Qualifications

Key Skills & Abilities

• Strong knowledge of SD-WAN routing & networking protocols (e.g., TCP/IP, BGP, OSPF).
• Familiar with SD-WAN solution architecture.
• Solid knowledge of general LAN and WAN technologies. Including routers, ACLs, and best practice around management, control, and monitoring of network infrastructure.
• Understanding and having knowledge of Fortinet routers, switches is a plus.
• Strong knowledge of Windows Operating Systems (OS).
• Strong knowledge of Windows Active Directory/Entra.
• Strong knowledge of general networking infrastructure.
• Strong knowledge of the Microsoft Office suite of applications.
• Possess a strong passion for solving challenges through technology.
• Strong customer service and problem-solving skills.
• An ability to stick to strict deadlines.
• An ability to prioritize.
• Ability to communicate technical information, both verbal and written to a wide range of end-users.
• Ability to keep up with the latest trends in cyber security.
• Must be detail oriented and have an analytical mindset.
• A technical, logical thought process.

Education & Experience

• Associate's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in network administration