What are the responsibilities and job description for the Help desk technician position at Alcala Consulting, Inc.?
As a Help Desk Level 1 Technician at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution.
You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.
What you will do :
- Technical Role :
- Close 15 tickets per day
- Onboard and offboard our client’s employees
- Transfer files and settings from and old laptop to a new laptop
- Wipe laptops that employees will purchase
- Set up new laptops and desktops for clients
- Troubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.
- Perform password resets.
- Update distribution lists in Microsoft 365 and Google Workspace
- Create shared mailboxes in Microsoft 365 and Google Workspace.
- Install applications for clients as needed
- Install printer drivers
- Troubleshoot printer and or scanner issues
- Troubleshoot internet connectivity issues
- Provision phone extension as needed with VoIP providers
- Update holiday greeting schedules in phone systems as needed.
- Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.
- Allow websites through web filtering solutions
- Allow applications through our application control solution
- Troubleshoot backup jobs for desktop, laptops, and servers.
- Troubleshoot Windows and Mac OS updates.
- Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.
- Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.
- Internal Role :
- Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.
- Train new team members on tools usage, SOPs and policies
- Write one SOP per week
- Security Role :
- Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.
Requirements
- 2 years’ experience in a help desk working for a managed IT services provider.
- 2 years’ experience in working with MSP tools (ITSM, PSA, RMM, etc.)
- Strong attention to details and commitment to deliver accurate results.
- Effective English communication skills for client facing tasks.
- US Citizenship
- Valid driver’s license
- Reliable transportation
Benefits
- Paid Medical, Dental, Vision, and Life Insurance
- Paid Holidays
- Paid Time Off
- 401K Matching
Last updated : 2024-11-16
Salary : $39,499 - $53,290