What are the responsibilities and job description for the Help Desk Technician I position at Prime Secured?

Job Description

Description : SUMMARY

The Help Desk Technician I – You will be responsible for providing support of hardware, software, and operating systems for PC and Apple-based computer products to our clients and internal staff. Qualified systems technicians will have a background in IT or the desire to pursue an IT-related career.

Major Roles and Responsibilities

Handle all incoming IT Support calls, emails, and tickets; triage issues as they arrive and route issues to relevant departments.
Manage IT Support ticket system and assist IT Support to meet Service Level Agreement goals.
Creates a positive end-to-end customer experience.
Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues.
Adheres to departmental standards, policies, and procedures. Maintains and protects confidentiality.
Uses network and system software tools to pinpoint the nature and source of user problems.
Professionally communicates hardware, software, and network malfunctions to the appropriate personnel and maintains an ongoing database of service provided and system, network, and computer malfunctions.
Provides timely support via telephone or remote software.
May travel to local client sites as needed.
Other duties as assigned.

Requirements :

QUALIFICATIONS AND EDUCATION REQUIREMENTS

Bachelor’s degree in a technical or computer-related field of study or equivalent related experience.

2 years' software applications, Windows and hardware support role in an enterprise environment.

Experience working in a Network Operations Center (NOC) or similar environment.

Must be able to lift up to 70lbs.

Great communication skills; verbal and written.

Excellent customer relationship skills.

Excellent critical thinking and decision-making skills.

PREFERRED SKILLS

Experience working in Microsoft Windows 10, and 11, Microsoft Windows Server 2012-2025 and Office 365.

Experience and knowledge of Remote Desktop Services, Mobile Phone Support, Third party vendor management, VMware, Firewalls, Switches, and VPNs.

Ability to escalate appropriate technical issues in a timely manner.

Ability to conduct technical research to fix problems.

ADDITIONAL NOTES

Must be willing to work in Office Mon-Fri 7 : 30am-4 : 30pm and able to work remotely after-hours and over weekends as needed.

Probationary period of 90 days

Individuals with a felony or misdemeanor convictions MAY not be hired

Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.

Individual must be able to read and understand instructions in English as well as possess good oral & written communication skills.

Individual must be able to pass a drug and physical screening as well as background requirements.

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