Help Desk Technician I

2 Months ago • All levels • Customer Service

Job Summary

Job Description

The Help Desk Technician I is responsible for providing first-level support to all customers as part of a global team. The ideal candidate will be adaptable to a fast-paced and constantly changing environment, possessing excellent communication and organizational skills. This role requires performing tasks with urgency and professionalism, including monitoring and responding to incidents and service requests, performing remote troubleshooting, and maintaining accurate records of open issues. The technician will also collaborate with team members, attend meetings and trainings, and perform other duties as assigned by management, potentially including after-hours work.
Must have:
  • Experience managing, installing, and supporting Windows 10
  • Experience supporting Macs
  • Troubleshoot common computer issues
  • Understanding of networking fundamentals
  • Ability to function within a Help Desk system workflow
  • Growth mindset and drive to learn new technologies
  • 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
  • Accountability for completing tasks in a remote environment
  • Flexible with ability to adjust between remote and in-office
  • Ability to work under pressure
  • Must be able to lift and carry computer equipment up to 40 lbs
Good to have:
  • Active Directory, O365 Admin and Google Workspace experience
  • ITIL, MCSA/E, CCNA, Network+, Security+, A+ certifications
  • Experience with Windows Server 2016/2019 and virtualization technologies

Job Details

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

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