What are the responsibilities and job description for the Helpdesk Technician position at Strategic Resources Inc?
Remote Helpdesk Technician (Part-Time)
Strategic Resources, Inc. (SRI) is an international ISO 9001/20000/27001 Certified, CMMI Level 3 Rated full-service provider with more than 36 years’ experience in the Federal, Military, and Commercial Marketplaces. SRI is seeking committed and knowledgeable professionals to provide proposal support to our corporate office.
Overview: We are seeking a highly motivated and technically proficient Part-Time Helpdesk Technician to join our IT support team. The Helpdesk Technician will be responsible for providing first-level technical support to end users and troubleshooting hardware/software issues. This role requires excellent problem-solving skills, customer service abilities, and the ability to work in a fast-paced environment.
Essential Duties and Responsibilities:
- Provide first-line technical support to employees by phone or email.
- Troubleshoot and resolve hardware, software, network, and peripheral issues.
- Assist users in setting up and configuring devices, applications, and accounts.
- Diagnose and resolve system errors, connectivity problems, and performance issues.
- Install, configure, and upgrade computer hardware and software.
- Track, prioritize, and document support requests in the ticketing system.
- Escalate unresolved issues to higher-level support or specialists.
- Provide training and guidance to users on system and software usage.
- Assist in the setup and configuration of new employee workstations.
- Ensure that all incidents are logged and followed through to resolution within established service level agreements (SLAs).
- Perform routine maintenance and updates on IT systems as needed.
- Support and assist in the implementation of IT projects.
- Maintain strong communication with team members and other departments.
Minimum Requirements:
- Proven experience as a Helpdesk Technician or in a similar IT support role.
- Strong knowledge of computer hardware, software, and networking concepts.
- Familiarity with operating systems (Windows, macOS, Linux) and office applications (Microsoft Office, Google Suite).
- Excellent problem-solving and troubleshooting skills.
- Strong interpersonal and communication skills with a customer-focused attitude.
- Ability to prioritize and manage multiple tasks effectively.
- Experience with ticketing systems and remote desktop tools is a plus.
- Basic understanding of networking protocols and technologies (TCP/IP, DNS, VPN, etc.) is a plus.
