What are the responsibilities and job description for the Help Desk Technician position at pro/source <IT>?
About the Role:
We are seeking a Helpdesk Technician to join a structured, tiered IT support team. This position is responsible for troubleshooting technical issues, primarily remotely (80%), with some in-person support (20%). The ideal candidate is eager to learn, proactive, and patient, as many employees are not tech-savvy.
Responsibilities:
- Diagnose and resolve technical issues using ServiceNow for ticketing and Dameware (SolarWinds) for remote access.
- Provide hands-on support for desktops, printers, and network connectivity.
- Configure and support Windows 10 (some Windows 7), Office 365, Cisco WebEx, MS Teams, and networking/IP troubleshooting.
- Manage Active Directory (assign groups and permissions), OneDrive, and Dell hardware.
- Support mobile devices (iPhones, Androids, tablets) and MiFi hotspot devices.
- Collaborate with Tier 1 support to handle escalations and track all incidents to resolution.
- Occasionally travel (10%) to other locations for support.
Qualifications:
- 3-5 years of experience in a Tier 2 or Tier 3 Helpdesk role.
- Strong troubleshooting skills, both remote and in-person.
- Hands-on experience with Windows environments, Active Directory, Office 365, OneDrive, and networking.
- Knowledge of hardware support (Dell computers and printers).
- Excellent communication skills with the ability to assist non-technical users patiently.
- Ability to diagnose unfamiliar issues and escalate when necessary.
- Experience with ServiceNow or similar IT ticketing systems is a plus.
Location: Onsite – Hollywood, FL.
