IT Helpdesk Technician

Description

IT Helpdesk Technician

This position is based out of our St. Louis, MO Office

About ArchKey

ArchKey is one of the nation’s largest privately held specialty trade installation and integrated facility service companies. We are a leader in designing, building and maintaining electrical, technologies and specialty systems. We’re the POWER behind making the improbable possible.

We’re electrifying the nation, energizing the future and bringing communities to life like never before. What we do today shapes the vision of tomorrow. Our work impacts lives long after the building is done. This means we are committed to building in ways that are not just technologically advanced, but sustainable, scalable and equitable by all. We’re not just energizing infrastructure, we’re energizing careers, communities, and the future.

Made up of the brightest minds in the industry, our team is our greatest asset bringing knowledge, skills, and experience to every project. This is more than a call to join us, it’s an invitation to be part of a visionary journey, to grow with us as we scale.

About The Position

Responsible for providing remote troubleshooting through diagnostic techniques and asking pertinent questions for internal employees seeking technical assistance. This position serves as the first point of contact for customers seeking technical assistance over the phone, by email, or in-person, and acts as a key resource to walking the customer through a problem-solving process, then determining the best solution based on the issue(s) and details provided, in alignment with all Company and IT department policies, procedures, key objectives and regulations. This position is part of the ArchKey Solutions information technology team that supports our Company headquarters and its affiliates, remote offices, and various jobsites.

Our Ideal Candidate

• Provide Excellent Customer Service
• Can work autonomously and creatively solve problems.
• Has a growth mindset and is always looking to continually learn and grow.
  
  

Day in the Life

• Responds to user requests via telephone, email, remote access, and in-person, as appropriate. Diagnoses and resolves advanced information technology hardware and software issues.
• Documents problem identification and resolutions using a ticketing system to track and route problems and requests and document solutions. Follows up with customers as necessary to ensure issues have been resolved and maintains updated documentation.
• Work independently to research, document and resolve complex technical issues. Corrects application issues, solves network and security problems and identifies common PC software and hardware problems. Provides suggestions for process and product improvements.
• Provides hardware support for PCs and laptops, such as installing replacement hardware or upgrading hardware. Supports software and hardware for equipment such as scanners, copiers, printers, monitors and other peripherals.
• Stays current with technological trends. Develops and maintains a professional level of proficiency with information technology. Provides accurate information to customers related to IT products and services.
• Stays informed of new and changing Company procedures, policies, materials, technologies, techniques, and practices. Accurately and confidentially maintains Company records and other sensitive business and customer data.
• Cultivates strong and cooperative working relationships with internal and external customers that reflect and support the Company’s core values and meet or exceed the customer’s expectations.
• Consistently makes decisions in an attentive and safe manner to ensure the safety and health of self and others.
• Utilizes LEAN concepts or other continuous improvement methodologies to ensure the most efficient operations, processes, and activities.
• Promotes and models the Company mission, vision and values through exercising sound and ethical business practices, championing all elements of diversity, equity, and inclusion (DEI) and providing high quality services and programs as they relate to clients, subcontractors, co-workers, suppliers, and the public.
  
  

Minimum Qualifications

• Associate degree or equivalent work experience in information technology, computer services or a related field.
• Minimum 1-3 years of help desk or other technical support experience in an information technology environment. Azure certification required.
• Working knowledge of Microsoft Office suite of products including Word, Excel, Access and PowerPoint, Azure / 0365, SharePoint, Active directory, and Azure VPN.
• Knowledge and work experience with Internet Explorer software usage and configuration, information security, confidential data, and basic causes of systems software malfunctions. Ability to install and deploy Windows-based computers.
• Skills and ability to research, interpret and apply information gained through technical publications, manuals, and related technical documentation.
• Strong initiative, prioritization, and the ability to communicate and interact successfully with employees and to develop and maintain positive professional relationships with colleagues. Strong service orientation.
• Creative thinking and independent problem-solving skills. Ability to capture and communicate the context of a situation, delve into and achieve an understanding of a problem or request, and offer the most appropriate possible solutions and recommendations.
• Excellent listening, interpersonal, written, and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Strong professional, customer-focused team player, with effective collaboration, organizational, and time management skills and high detail orientation. Demonstrated high level of integrity and dependability.
• Basic knowledge, experience and skills with LEAN methodologies and applications. Strong process orientation.
  
  

Salary Range

• $55,168.64 - $82,752.96 annually, based on experience and qualifications.
  
  

Benefits

At ArchKey Solutions, our benefits package includes competitive health insurance options (medical, dental, and vision), a robust 401(k) retirement savings plan with employer match, paid time off and holidays, and access to wellness programs. Additionally, we offer professional development opportunities, tuition reimbursement, and employee assistance programs to support your growth and well-being. We ensure that our benefits are designed to promote the health, security, and work-life balance of our employees. Additional information is available at Archkey.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are an Affirmative Action, Equal Opportunity Employer. #CODE