Help Desk Technician

Job Summary

The IT Helpdesk Technician is responsible for remote technical support over the telephone or in-house, providing assistance related to computer systems, hardware, or software. You will provide exceptional customer service and technical assistance to ensure that client IT systems operate efficiently and effectively. Your role involves troubleshooting issues, resolving problems, and escalating more complex issues to higher-level technicians or engineers as needed.

Key Responsibilities:

• Client Support: Troubleshoot incoming support requests from clients via phone, email, and ticketing systems. Provide prompt and effective resolutions to IT issues.
• Troubleshooting: Diagnose and troubleshoot hardware, software, and network problems. Resolve issues or escalate to higher-level technical staff when necessary.
• Documentation: Maintain detailed records of client interactions, technical issues, and resolutions within the ticketing system. Update and manage the knowledge base with solutions and common issues.
• System Maintenance: Perform routine system checks and preventative maintenance to ensure optimal performance of client IT environments.
• User Management: Assist with user account creation, password resets, and permission management in various systems and platforms.
• Software Support: Install, configure, and update software applications as required. Support and troubleshoot software issues reported by clients.
• Hardware Support: Provide support for hardware components including desktops, laptops, printers, and peripherals. Coordinate hardware repairs and replacements as necessary.
• Network Support: Assist with network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
• Training and Guidance: Offer training and guidance to clients on best practices for IT security, software usage, and troubleshooting common issues.
• Service Delivery: Ensure that all support requests are handled in a timely and professional manner, meeting or exceeding service level agreements (SLAs).
• Collaboration: Work closely with other team members and departments to resolve complex issues and improve overall service delivery.

Qualifications:

• Education: Associate’s degree in Information Technology, Computer Science, or a related field preferred. Relevant certifications (e.g., CompTIA A , Microsoft Certified Professional) are a plus.
• Experience: Minimum of 1-2 years of experience in a help desk or technical support role, preferably within a Managed Service Provider (MSP) environment.
• Technical Skills: Proficiency in troubleshooting Windows and Mac operating systems, common software applications, and network connectivity issues. Familiarity with Active Directory, Office 365, and remote support tools is advantageous.
• Customer Service: Excellent communication and interpersonal skills with a strong customer service orientation. Ability to explain technical concepts to non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills. Ability to work independently and manage multiple tasks efficiently.
• Team Player: Ability to collaborate effectively with team members and other departments to achieve common goals.

Work Environment:

• Hours: Monday-Friday, 8-5. Some nights and weekends as needed
• Travel: In-office position but occassional on-site support may be required
• Location: Office-based, Charlottesvlle

Benefits

We offer a very competitive employment package that includes:

• Employer-paid health and dental insurance
• 401k plan
• Continuing education re-imbursement
• Employer paid Microsoft certifications with bonuses for completion
• Unlimited PTO!