What are the responsibilities and job description for the Help Desk Technician - Tier 1 position at CDS Office Technologies?
CDS Office Technologies is the premier Managed Technology Services Provider in the Midwest and we are looking to add to our ever-growing team of IT professionals! We are looking to fill immediate openings in the position of Help Desk Technician. CDS offers an exciting, fast paced, environment where employees are frequently exposed to new learning opportunities as well as bleeding-edge technology, hardware, and software. With 9 locations and 50 years in business, CDS offers a diverse work environment for career-minded individuals who want to excel in the field of IT / Technology and who have a desire to advance their skillset and ultimately their career.
Applicants should be friendly, enthusiastic, and driven with a strong work ethic.
We are proud to offer a comprehensive benefits package including paid leave, vacation, medical, dental, vision, life insurance, and a starting salary of $19.00/hr. - $21.00/hr., based on experience and qualifications.
Job Location: On-Site, Springfield, IL
Job Summary:
Our help desk technicians (better known as our Managed Support Team) act as the first line of support for our clients. Duties included (but are not limited to):
- Monitor and respond to IT support tickets in a timely manner
- Providing solutions and advice on technical client issues via phone, email and chat
- Manage and configure user accounts for various cloud platforms
- Troubleshoot and resolve network and computer issues
- Install printers and other peripheral hardware
- Monitor and manage scheduled backups
- Repair and upgrade existing computers – remotely
- Assist with training clients on new technology implementations
- Configure and manage VOIP phone system - remotely
- Assist Tier 2 or Tier 3 engineers remotely with technical issues
- Creating manuals for technical training
- Using feedback from customers to improve problem-solving techniques and customer service
- Documenting and analyzing technical issues and customer interactions
- Stay current with best practices on how to help customers with technical issues
- Assist internal staff as needed
Experience Requirements:
- At least two years of experience as a Help Desk Technician and/or experience in call centers, customer, service, or IT.
- Familiar with various computer and operating systems.
- Must know how to use software management tools and troubleshooting techniques.
Skills and Qualifications:
- Excellent interpersonal and customer service skills
- Problem-solving and critical-thinking skills
- Excellent written and verbal communication skills
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork and leadership skills to help other technical support workers
- Ability to learn new technologies and implement them
Education and Training:
- HS diploma or GED equivalent required.
- College degree in computer science, network administration or computer programming preferred.
- Additional training certificates in IT infrastructure, network administration, and computer repair are beneficial.
Physical Requirements:
- Ability to lift and carry up to 25 pounds
- Ability to sit, bend and stand for extended periods, with periodic breaks.
Benefits:
- 401(k) plan
- Health, dental, and vision insurance
- Life insurance
- Paid time off
- Vacation time off
- Other benefits as outlined in the company's package.
CDS Office Technologies is an Equal Opportunity Employer: We are committed to providing equal opportunities to all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Salary : $19 - $21
