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IT Helpdesk Technician

Prysora,
Omaha, NE Full Time
POSTED ON 4/14/2025
AVAILABLE BEFORE 5/13/2025

Job Description

Job Description

RESPONSIBILITIES & TASKS

  • Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with basic remote troubleshooting
  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled / automated actions as indicated by our Processes
  • From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Help Desk Technician may be required to help with project delivery
  • Provide “White Glove” delivery services including setting up computers, monitors, peripherals, and networking equipment
  • Escalate tickets that require Senior Helpdesk Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
  • Act as the “point of contact” for clients, directing their inquiries to the appropriate team members regarding Sales, Projects, and more advanced technical issues
  • Identify, Communicate, and Mitigate potential risks
  • Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Handling of onboarding and offboarding requests, creation of user accounts and assignment of groups

SKILLS AND ATTRIBUTES

  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, found in being a good listener
  • An understanding of support tools, techniques and how technology is used to provide services
  • Basic understanding of operating systems (Windows and Mac)
  • Basic understanding of computer hardware
  • Awareness of more complicated technical concepts such as client-server architecture, local networking, and cloud software services that may impact “basic” issues
  • The deep desire to learn
  • Must be able to type quickly and accurately while talking on the phone
  • A deep desire to deliver an amazing Client Experience
  • Driver’s license
  • The ability to speak both Technical and Human
  • The ability to keep up with & adapt to the fast-paced IT world

    • NICE TO HAVE

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Entry level IT Certifications such as CompTIA A , Google IT Support Certificate, etc
  • Home projects such as building computers, designing websites, setting up networks
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

    • Job Types : Full-time, Part-time

    Pay : Up to $27.00 per hour

    We are a small company, once trained we can provide remote opportunities.

    Salary : $27

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