What are the responsibilities and job description for the IT Help Desk Technician position at Simplicity Group?
Department: Infrastructure & Technology
Position Title: IT Helpdesk Support Technician
Reports to: Director, Infrastructure
Essential Job Function: This position is responsible for help desk support, supporting network equipment and network infrastructure, server and network administration/maintenance, troubleshooting of network equipment and infrastructure, support for staff with day-to-day computer and software issues as well as provisioning and deploying new network and computer equipment.
Candidate must have an understanding and working knowledge of network wiring, TCP/IP communication, Internet connectivity & routing, Windows Server and typical server applications, Windows workstation operating systems and typical Windows applications. VoIP equipment and software and IP camera equipment and software knowledge is a plus.
Primary Responsibilities
Position Title: IT Helpdesk Support Technician
Reports to: Director, Infrastructure
Essential Job Function: This position is responsible for help desk support, supporting network equipment and network infrastructure, server and network administration/maintenance, troubleshooting of network equipment and infrastructure, support for staff with day-to-day computer and software issues as well as provisioning and deploying new network and computer equipment.
Candidate must have an understanding and working knowledge of network wiring, TCP/IP communication, Internet connectivity & routing, Windows Server and typical server applications, Windows workstation operating systems and typical Windows applications. VoIP equipment and software and IP camera equipment and software knowledge is a plus.
Primary Responsibilities
- Respond to internal customer’s IT needs via helpdesk ticket or via phone request, quickly assess the technical support needed, and find a solution
- Perform basic computer repair services such as motherboard replacements, hard drive replacements, operating system reinstalls, virus removals, and ordinary computer troubleshooting and repair services
- Perform on-site and/or remote analysis, diagnosis and resolution of complex hardware/software problems for a variety of end users and recommend and implement corrective solutions
- Responding to client requests via phone or email for support of their network/server/workstation equipment
- Perform scheduled maintenance on client equipment
- Perform new installations of computer and network equipment
- Accurately document customer network and computer details in our CRM system
- Clearly and accurately communicate with customers
- Ability to diagnose and fix computers
- Basic knowledge of all current releases of Windows Operating System, Google Workspace (GSuite), Microsoft Office 365 Applications
- Ability to perform Virus/Malware/Spyware detection and removal and be familiar with common removal software
- High School diploma or GED required; Associate’s Degree / IT Degree preferred
- Minimum 2-years experience required
- Experience providing help desk support to users via telephone/email/remotely
- Experience with mainstream router/switch and access points from vendors such as Cisco, SoinicWall, Ubiquiti, Netgear, Dlink,
- Working knowledge and a strong grasp of networking principles such as TCP/IP, DNS, Windows Networking, Network Printing, Internet Routing
- Experience with IP phones systems and or IP camera systems a plus
- Be personable and possess strong customer service skills
- Proven multi-tasking ability, able to prioritize effectively
- Ability to manage time and work responsibly without supervision
- Must be available to work in the office M-F, 8:30 AM to 5:30 PM and be available for rotating on-call shifts on holidays and weekends
- this is an on-site/in-person position
- Will be overnight travel requirements
- Base: $45,000 - $50,000, based on experience
- Annual Bonus: 5% target
- Employee benefits (health, 401k, life, etc.)
- Paid Time Off
- Free / Paid Parking
Salary : $45,000 - $50,000
