Helpdesk Support Technician

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• Microsoft Office, Office 365 Administration, Active Directory, VMware, basic computer hardware maintenance, and network support
• Working knowledge of Windows and Linux operating systems, VMware, software, and programming
• Experience in data cabling networks
• Problem-solving, critical thinking skills, attention to detail, troubleshooting abilities
• Good organization and time management, effective communication skills, great customer service, and interpersonal skills
• Ability to communicate with coworkers and clients in a professional manner
• Professional writing skills
• Desire to learn for growth within the organization

Must be able to lift 50 pounds, must be able to sit at a desk for long periods of time, must be able to wear a headset provided by company.

• CompTIA+
• CompTIA Network+
• CompTIA Security+

• Operations:
  • Manage phone calls
  • Create tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement
  • Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to customer end users or internal staff
  • Configure, install, upgrade, move, change, add, troubleshoot, and repair PCs, laptops, printers, phones, and associated peripherals as needed
  • Monitor IT infrastructure and applications for service interruptions and security incidents
  • Identify SLA priority for tickets and follow guidelines for timely resolution
  • Update tickets as issues progress and are resolved
  • Escalate and notify other LTS staff as needed to resolve issues
• Development:
  • Document technical procedures for company policy management
  • Expert understanding of products and services with ability to innovate new ways the product can serve customers
  • Continual research of technology trends to remain relevant in the market
  • Participate in the development of the organization’s long- and short-term strategies
• Other duties as needed