Help Desk Technician

Our organization is seeking a service-oriented Helpdesk Technician to support our clients. The ideal candidate will have not only experience with IT support but excellent communication skills and strong emotional intelligence. This position is part of the Network Operations Center team, so candidates must be passionate about technology, take deep pride in their customer service skills and have the discipline to remain focused in a high demand environment.

KEY RESPONSIBILITIES:

· Provide helpdesk support and resolve problems to the end user’s satisfaction

· Respond quickly and effectively to requests from the service coordinator

· Monitor service queue & tickets to ensure work is completed in a timely manner and service levels are met

· Create clear & articulate records of all work performed, sufficient to withstand scrutiny

· Escalate tickets as necessary to Network Administrators & Engineers

· Ensure company policy is adhered to in both work performed and client configurations

· Troubleshoot, test & analyze using best-practice standards

· Engage with all clients warmly & by name when possible

· Advise clients as to appropriate course(s) of action regarding changes to equipment, security and data protection as you encounter situations that require client decisions

· Communicate needs for training or escalation to your supervisor

· Study for and pass training assignments on time

· Assist with onboarding of new accounts & services

· Ensure consistency of deployment of new workstations, servers & cloud services

· Install and configure operating systems, peripheral equipment, drivers, patches & applications

· Maintain accurate records of client equipment, software, subscriptions and licenses

· Perform workstation hardware and software upgrades as required

· Deploy software patches & execute scripts as needed

· Monitor backup results and resolve failures

QUALIFICATIONS:

· 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment

· CompTia A , Net and/or Security certification

· Familiarity with typical industry Network Configurations and Security Standards

· Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)

· Experience with PSA/CRM ticketing system (ConnectWise, Autotask, Kaseya)

· Experience with RMM tools (Automate, N-Able, Ninja RMM, LogMein, Manage Engine)

Ability to spot important details in a pile of information. If you read this line, be sure to point it out during the interview to prove your ability.

SKILLS & KNOWLEDGE:

· Positive attitude, towards work, people and problems

· Ability to self-start, work independently and achieve high standards to meet multiple deadlines

· Highly proficient communicator, including writing, speaking, editing, proofreading

· Dedicated work ethic, to eagerly engage in projects with great attention to detail

· Work effectively with staff in a team-oriented environment with a positive, supportive attitude

· Adept in developing and maintaining strong relationships with management, staff, vendors and clients.

· Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy

· Excellent problem-solving skills, in both mundane and highly-sensitive, or complex situations

WORK ENVIRONMENT EXPECTATIONS:

Work in this environment is considered to involve moderate physical work, occasionally requiring the ability to lift and carry up to 60lb items.

Must be able to:

· Walk, lift, reach, stoop, squat, bend, stand, grasp, balance, climb, crawl, kneel, crouch on occasion as well as sit and type

· Continuously engage in work activities for up 10 hours

· Maneuver and reach under and behind desks and other office furniture.

· Reach and pull cables to connect equipment to power, network and other devices.

· Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in English

· Speak to individuals or groups of people with poise, voice control, confidence and professional integrity

· Respond appropriately to inquiries or complaints

· Write understandably using standard conventions of the industry

· Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions

· Apply common sense understanding to carry out instructions furnished in visual or oral form

· Communicate effectively and efficiently in English using whatever communication device or system is required (telephone, email, et.al.)

· Use/interpret job related terminology, mathematical formulas and functions effectively and efficiently

· Express empathy and deal calmly with customers who may be frustrated by the immediate circumstances

· Be sensitive to cultural differences among individuals and groups of persons

· Safely operate a motor vehicle

· Operate/use a variety of job specific office machines and other office equipment

· Manage multiple high priority initiatives in a fast paced, highly technical environment

· Successfully perform the planning, directing, reporting and administrative responsibilities of this position

Above all, the ideal candidate will share our vision and enjoy of working together to grow the company to become the most recognized IT service & network security provider to the Gulf Coast while growing his/her own skills and career opportunities with our organization.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Application Question(s):

• Do you have any CompTIA A /Net /Sec certification(s)?
• What PSA/ticketing system(s) do you have experience using?

Education:

• High school or equivalent (Preferred)

Experience:

• Helpdesk: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person

Salary : $40,000 - $50,000