What are the responsibilities and job description for the Help Desk Technician position at Prolific?
Prolific is the growth firm. By combining the best traits of a consulting firm, marketing agency, and capital provider, we craft and execute bold growth strategies for visionary brands. Come join our optimistic, people-first culture. We believe the best is yet to come because we're building it together.
Headquartered in downtown Indianapolis, Prolific has been recognized as a Best Place to Work by the Indiana Chamber of Commerce for 5 consecutive years. And we aren't done growing. Having been named to the Inc. 5000 list for 8 consecutive years, we are looking to add more talent to our ambitious team.
Prolific's state-of-the-art offices are filled with curious, kind people working alongside purpose-driven clients such as Biglife, Unitus, and Bleacher Report. We hope you'll consider joining our team!
The Role
Prolific is looking for a tech-savvy help desk technician responsible for providing technical assistance with computer systems, networking equipment, SaaS applications, and computer software. As a help desk technician, you are responsible for responding to email, chat, and phone inquiries and offering technical support to employees across the Prolific family of brands.
A successful help desk technician should be passionate about technology and well versed in macOS environments. You should have excellent interpersonal and communication skills, and love working directly with people to solve challenging problems.
Friendly people, fun offices and incredible clients make it enjoyable to come to work at Prolific.
Primary Responsibilities
- Respond to all inbound help desk tickets in a timely manner
- Provide excellent customer service
- Document service interactions, ticket resolution, and infrastructure design
- Configure, set up, maintain, and troubleshoot computer systems, hardware, and software
- Diagnose and repair computer issues
- Diagnose and repair SaaS account issues
- Training computer users
- Manage device inventory
- Maintain the technology in our Indianapolis, IN office (On-site)
- Maintain the technology in all our additional offices (Remote)
The responsibilities are many, various, and not limited to those listed above.
Requirements
- Must have extensive experience with macOS computers
- 80% macOS / 20% Windows
- Proficiency with Windows 10 / 11 computers
- Proficiency with networking technology
- Excellent oral and written communication skills
- Excellent problem-solving skills
- Attention to detail
- Willingness to learn
- Ability to diagnose and resolve basic computer related technical issues
- Associates degree or equivalent experience in information technology or related field
Additional Skills
While not required, understanding in the following skills is a plus
- Experience with Office 365 administration
- Experience with networking administration
Applicant Note: This is an Indianapolis-based position. You must live within driving distance of the Prolific office to be considered for the role
Benefits
- Group Health Insurance (Medical, Dental & Vision)
- 401k Matching Plan
- Flexible PTO Holidays
- Paid Parental Lease
- Employee Assistance Program
- Training development opportunities
- Cell phone reimbursement
- Life insurance (100% company paid)
- Short-Term Long-Term Disability (100% company paid)
- Hybrid work setting and casual dress
- On-site fitness center
- Free snacks drinks available in the office
- Free downtown parking
