Swire Properties is looking for a part time customer service-oriented Help Desk Technician to provide technical support to end users in an efficient and accurate manner. The role of the Help Desk Technician is to assist fellow employees who are experiencing technical difficulty with the use of IT applications and systems. They ensure that an effective solution is provided to the user. Complex and/or high priority problems are escalated to more senior level staff for resolution when needed.

PRINCIPAL RESPONSIBILITIES

• Provide end user desktop, laptop, phone, and tablet support with a customer first focused approach
• Installing, maintaining, and supporting technical infrastructure including hardware and system software
• Perform root cause analysis for service interruption recovery and implement preventive measures
• Coordinate work schedule with the Technology team, prioritize tasks based on our help desk system and follow up on the progress of tickets
• Maintain a detailed knowledge of the current network environment
• Translate user requirements into solutions
• Document solutions and work time in our help desk system
• Create procedure manuals and system documentation
• Keep Technology team members abreast of current issues, solutions, and ongoing problems

Requirements

SKILLS & QUALIFICATIONS

• Great communication and customer support skills
• Ability to multitask
• Experience supporting a 50 user environment
• Experience with Windows 10 and Microsoft Office 365 support
• Experience with Android and iOS devices
• Hardware troubleshooting, hardware installation and desktop imaging
• Experience with collaboration software, Microsoft Teams and Zoom
• Experience using a help desk system

PERFERRED EXPERIENCE

• Experience managing Windows Server 2019, Windows Server 2022 environment, Active Directory, DFS, DNS, DHCP, IIS, GPOs, remote desktop services etc.

• Experience working with wired and wireless networks

• Experience with anti-virus and backup software

• Experience with data center infrastructure
• Preferably the candidate has an entry level computer certification, CompTIA A , N , S
• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Benefits

• Competitive salary, commensurate with experience
• Retirement Plan (401k)
• Paid Parking
• Wellness Resources

EQUAL OPPORTUNITY EMPLOYER