IT/VoIP Helpdesk Technician

Digital South Communications, Inc.

We are a fast-growing service provider searching for a highly-skilled, motivated, and proactive IT/VoIP Support Technician. We provide all aspects of support to our clients’ IT & Voice needs, including servers, workstations, switches, routers, firewalls, wireless networks, video surveillance systems, phone systems (Hosted and On-premises), low-voltage cabling, and a large variety of software applications.

Requirements and Qualifications:

• Typical workday is Monday-Friday 8-5.
• Ability to cover 24/7 on-call periodically.
• Must have a valid driver's license and proof of insurance.
• Must be able to lift over 40 lbs.
• Must be able to climb an extension ladder up to 30'.
• Must be able to pass a background check.
• Proven work experience providing Help Desk support.
• Working knowledge of help desk software, databases, and remote control.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.

General Description of Duties / Responsibilities:

• Align with organizational goals.
• Organizing assigned ticket queues by prioritizing critical issues and effectively managing time to address tasks in a time-sensitive manner. Experience with ConnectWise is a plus.
• Document work updates in a company-provided ticketing system until a resolution is complete and the ticket is closed with the customer.
• Maintain detailed documentation.
• Maintain strict and appropriate confidentiality with all privileged information.
• Provide technical support to internal/external customers for VoIP-related incidents, requests, and inquiries relating to various business products and services.
• Maintain system performance by performing system monitoring, analysis, and performance tuning.
• Troubleshooting system hardware, software, networks, and operating systems.
• LAN and WAN networks, operating system, and system management. Establish, maintain and troubleshoot network and internet connectivity.
• Install, configure and maintain various Windows operating systems in different environments. This will include small organizations with no servers to organizations with many servers and workstations that extensively use group policy, Active Directory, and related network services.
• Application support for many applications. Every customer will have its own application support needs, and the employee will learn and become familiar with them.
• End user training as required.
• Perform due diligence by researching IT-related hardware and software.
• Pull Cat5e/Cat6/Cat6a copper cabling through drop ceilings, crawl spaces, warehouse environments and industrial facilities, terminate and test.
• Must be aware of and always adhere to IT security best practices while constantly evaluating systems for security concerns during the normal course of your duties.
• Accept ownership for assigned tasks.
• Prioritize and manage all tasks while exploring opportunities to add value.

Skills/Qualifications:

• Excellent written and oral communication skills.
• Excellent customer service and conflict resolution skills.
• Ability to work in a team environment.
• Ability to effectively communicate at all levels of the organization.
• Experience and proficiency with various web-based software applications, including Microsoft Office, Word, Excel, PowerPoint, SharePoint, etc.
• Strong understanding of Windows Operating Systems.
• Experience managing, repairing, and imaging laptops.
• Networking Knowledge, Fortinet Network Firewalls / UTM
• Investigative nature, able to discover the problem of the customer.
• Highly focused, highly interested in solving problems using existing/new technologies.
• Keen attention to detail with demonstrated ability to understand the big picture.
• Proactive, efficient, customer-focused, and able to work under pressure with tight timelines.
• Effectively and efficiently manage multiple projects and competing deadlines with minimal supervision.
• Experience with Autotask or ConnectWise
• At least five years of practical operational, support, or development experience.
• Good communication and presentation skills.