Help Desk Technician

Norlem Technology Consulting has evolved into a world class service provider in Cyber Security. We provide consulting services to our customers to sell, design, implement and support their cyber security needs utilizing Palo Alto Networks solutions. We also provide IT support for our legacy managed service customers. Norlem employees enjoy an exciting, fast paced, and challenging work environment with amazing opportunities for growth into Cyber Security roles. We are currently looking for a qualified individual to fill the role of Help Desk Tier 1/On-Site Technician.  We offer excellent benefits including medical and dental benefits, vacation, and retirement.  

Duties and Responsibilities: 

• Receives telephone calls from users having problems using computer software and hardware (including peripherals) or inquiring how to use specific software, hardware, or operating systems.
• Provides hardware, software, and OS troubleshooting, repair and installation for customers.
• On-site work at Clients sites to troubleshoot existing equipment as well as delivery of new equipment.
• Uses ticketing system to document hardware configurations, support issues, and resolutions for team-members’ reference.
• Keeps all parties updated on issue status.  Participates in aspects of the job that enhance efficiency of Help Desk and customer satisfaction.
• Understanding of operating systems and software, with excellent troubleshooting skills gained through experience and/or training.
• Must be outgoing and able to interact with other team members, customers, and management, over the phone or at customer sites.

• Maintains a professional appearance, behavior, and conduct.
• Maintain a Valid Driver’s License and Current Insurance
• Have Reliable Transportation.
• 1 years of experience

Required Knowledge, Skills, and Abilities:

• Strong organizational, time management and problem solving skills required.
• Knowledge of Windows Operating Systems, Server Operating Systems, File and Print Sharing, and Active Directory for new user account creations, password resets.
• Knowledge of Microsoft Office products including Outlook, Excel, and Word
• Strong “independent” research skills.
• Knowledge of Microsoft Office 365, Active Directory, Group Policy, DNS, and DHCP.
• Knowledge of Android, iOS, and Windows Phone.
• Technical Certifications (Cisco, Microsoft, Ruckus, Palo Alto, Aruba, VMware) are preferred but not required.
• Various Network protocol understanding
• Basic understanding of Network architecture and ability to run/patch network Cabling