Helpdesk Technician Level 2

Essential Duties

1. Responding efficiently and professionally to queries on the phone, via email, in person, or through remote access.
2. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
3. Onboarding users with basic training, complete device setups, and making any appropriate adjustments to improve the efficiencies of the onboarding process.
4. Training while authoring and maintaining technical guides for other fellow team members on troubleshooting and diagnosing problems to improve team efficiency and knowledge sharing.
5. Fosters relationships with the team and our customers gathering feedback to improve the timeliness and quality of our responses reporting any roadblocks that may impede that success.
6. Maintains a proactive response in monitoring and releasing legitimate quarantined email communication. Whitelisting appropriately.
7. Observes bottlenecks and patterns of systemic issues by analyzing common complaints and problems to recommend process improvements and any relevant hardware or software upgrades or updates.
8. Maintaining and acquiring new technical knowledge in computer administration and maintenance best practices with a focus on streamlining daily activities while enhancing security.
9. Coordinating activities for staff status changes including maintaining an accurate account of these changes on all systems, collaborating with other internal support teams, and updating access control accordingly.
10. Assigns ticketing priorities, coordinates, and collaborates with peers on ticket completion.

Qualifications 

• A degree in computer science or comparable certification with work experience in IT
• Minimum certifications: COMPTIA A or similar
• Office365 administrative experience
• Ability to multitask and meet deadlines while working under pressure.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.

Compensation Range: $27.45/hr - $42.55/hr

Work culture matters at 5A! We offer a comprehensive benefits package with a medical coverage option as low as $5 with free dental HMO, vision, life insurance, AD&D and disability insurance. We offer a 401k with an annual match up to 3%, annual performance reviews with up to 4% merit (6% for direct service providers), plus annual retention stipends. We offer team building retreats, wellness incentive, 12 paid holidays and flexible work schedules, including remote options for identified positions!