Help Desk Technician I

Position Overview

The Help Desk Technician is a primary technical resource for diagnosing, troubleshooting and repairing hardware and software systems. This individual will directly support all employees as well as Executive level clientele and therefore must have a high level of discretion, professionalism, and dedication to customer service.

Responsibilities

· Provide Help Desk Support to all corporate employees; answering questions and resolving technical issues

· Respond to Help Desk requests concerning all IT related issues:

o Diagnose issues and provide creative effective solutions while troubleshooting hardware, software, and printing issues

o Escalate technical issues to appropriate IT professionals by providing clear, concise, and thorough research of technical details

o Provide troubleshooting activities involve recognizing, researching, documenting and accurately resolving users’ needs while following up to verify thorough completion of requests

o Work to eliminate recurring problems and reasons for service tickets

· Provide preventative hardware maintenance, replacement and repair of desktops and laptop computers

· Install, configure, and deploy technology according to organization standard specifications and coordinate the addition of new employees including network access, printer installs, mapped drives and email setup

· Support remote access and support through Global Protect, LogMeIn Rescue and Dameware, Atera

· Offer general Microsoft Office support including Outlook / Exchange additions and changes and general guidance to users

· Support mobile users for network access, email support and troubleshooting

· Support and maintain user account information through Microsoft Active Directory including rights, permissions, security, and systems groups

· Support Zoom and Blue Jeans video conferencing

Desired Skills & Experience

· Bachelor’s degree in Computer Science or Management Information Systems, or similar discipline. Some Education requirements can be offset by work experience (industry or federal)

· 3 years minimum experience required, 5 years preferred

· Microsoft, Cisco or Aruba certifications preferred

· Ticketing System experience (creating, updating, closing tickets) (Service-Now experience a plus)

· Ability to work in a team environment with a variety of professionals while also working independently, with minimal supervision

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call
• Weekdays
• Weekends as needed

Work Location: In person

Salary : $65,000 - $75,000