What are the responsibilities and job description for the Help Desk Engineer - 46Solutions position at Davis H Elliot Company, Inc.?
46Solutions is a division of Davis H. Elliot Company, specializing in IT services, consulting, Cyber Security, and Audio / Video integration services. 46Solutions is seeking the following:
Job Description
We are looking for a Help Desk Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
Help Desk Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.
To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT, or Software Engineering.
Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we’d like to meet you.
Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
Some job duties include (but are not limited to):
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Other duties as assigned
- Some travel required
- Some after-hours response from home or return to office (nights and weekends) is also required. Employee will need to be within a reasonable distance to the Lexington office.
Qualifications
- Aptitude and Appetite to excel as a long-term member of our team
- Effective communication skills via phone and email
- Excellent customer service skills
- Desire to grow and learn new skills and technologies
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software
- Ability to provide step-by-step technical help, both written and verbal
- Industry certifications are a plus
- Associate or Bachelor’s Degree a plus
- Must be able to pass criminal background check and drug screening
Benefits/Culture
46Solutions continues to grow its share in the Kentucky market. Our professional approach to providing Enterprise-level IT services to small businesses in Lexington continues to receive a huge response. We believe in growth opportunities, continuing education, a team approach, and Servant Leadership. Some of the benefits we offer our team include:
- Medical, Dental, Vision Insurance
- Short-Term Disability and Long-Term Disability Insurance
- Company Paid Life Insurance w/ additional Voluntary Life Insurance
- 401K w/ company match
- Employee Stock Ownership Program
- Paid Vacation
- Servant Leadership Training
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