What are the responsibilities and job description for the Help Desk Technician position at Course?
About the Company - FinTech, eCommerce company, that provides brand name durable goods to consumers on a lease-to-own (LTO) basis through its ecommerce marketplace and LTO payment method. It also provides LTO technology platforms to retailers and e-tailers to enter transactions with consumers who want to obtain durable goods, but do not have the available cash or credit. We enjoy an accessible fast-paced onsite work environment, where we collaborate with colleagues at all levels of the organization. This position will be onsite five days a week.
About the Role - We are seeking a highly motivated and skilled System Administrator to join our team. The ideal candidate will be responsible for managing user accounts, troubleshooting complex technical issues, and maintaining hardware and software systems to ensure smooth operations. This role requires an individual with strong technical expertise, excellent customer service skills, and the ability to work both independently and collaboratively.
Job Responsibilities
- User Account Management: Facilitate onboarding, change, and offboarding processes for user accounts.
- Technical Troubleshooting: Address end-user issues and handle escalated tickets related to network and server problems, ensuring efficient and timely resolutions.
- Network & Systems Knowledge: Understand and manage networks, servers, PCs, databases, and proprietary systems.
- Hardware Maintenance: Upgrade, replace, and maintain computer hardware and peripherals while documenting and managing asset inventory.
- SLA Adherence: Meet and exceed Service Level Agreements (SLAs) by closing tickets promptly, while maintaining high standards of customer service.
- Technical Support: Provide comprehensive troubleshooting of applications, hardware, and system configurations, serving as an escalation point for incidents and service requests.
- Software Installation: Extensive experience with installing and upgrading software on company systems.
- System Support: Support desktop and server operating systems such as Active Directory, DNS, and Office 365 Exchange.
- MacOS & Jamf Pro: Manage MacOS systems, with Jamf Pro knowledge being a plus.
- Virtualization: Experience with VMware is a plus.
Qualifications
- 2 years of experience supporting desktop/server operating systems and related technologies.
- IT certification preferred (CCNA, MCSA, CompTIA A , Security , Network ).
- Comprehensive knowledge of application and hardware troubleshooting.
- Excellent written, verbal, and interpersonal communication skills.
- Strong customer service skills with the ability to explain technical concepts clearly.
- Ability to work independently, prioritize tasks, and handle multiple responsibilities simultaneously.
- Solid problem-solving and analytical abilities.
Preferred Skills
- Experience with MacOS and Jamf Pro.
- Familiarity with VMware and other virtualization technologies.
