What are the responsibilities and job description for the Help Desk Technician- Hybrid position at 1-800-PACK-RAT LLC?
Summary/objective
The help desk support specialist will be responsible for first-level contact and problem resolution of customer issues. The ideal candidate will use their technical expertise and understanding of business needs to evaluate IT incidents and service desk tickets to appropriately prioritize and evaluate business impact. The help desk technician is expected to take ownership of customer problems and work with a sense of urgency to resolve issues. They will also communicate status and provide updates on work progress to customers and the team using our ticket tracking software.
**This is a hybrid role working remote 2 days and in office 3 days.**
Essential functions
Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.
- Support corporate desktops and laptops.
- Troubleshoot general access and connectivity issues.
- Troubleshoot corporate application issues.
- Basic administration of user accounts.
- Take ownership of trouble tickets, working and tracking issues to resolution.
- Record detailed information in to Help Desk ticketing system (Jira Service Desk).
- Support all Android or iOS mobile devices along with Soft Phone clients running on mobile devices
- Answer all help desk calls.
- Participate in the on-call schedule including evening, weekends and/or holidays
- Perform additional responsibilities as requested. Essential duties, responsibilities, and activities may change at any time with or without notice
Competencies/skills
- Strong verbal and written communication skills, attention to detail and superior interpersonal skills
- Ability to contribute and work in team environment in multiple time zones
- Ability to work independently without instructions
- Excellent problem-solving skill
- Ability to take initiative, multi-task, and exercise flexibility in a fast-paced and ever-changing environment
- MS Office fluency
Specialized knowledge and/or licenses
- General knowledge of networking basics.
- General knowledge of VPN basics.
Required education and experience
- 1-3 years of experience in a help desk/support center environment.
- Experience and proven proficiency with Windows operating systems, including Windows 10 and 11.
Benefits:
- Home every day.
- Competitive wages based on experience.
- Comprehensive benefits package including health, dental, and vision insurance.
- Paid time off and holidays.
- 401K with company match.
1-800-Pack-Rat, LLC is proud to be an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law
