What are the responsibilities and job description for the IT Help Desk Support Technician position at TCI?
IT Helpdesk Support Technician
Position Overview
We are seeking a skilled IT Helpdesk Support Technician to join our dynamic team. The ideal candidate will provide first-level technical support to clients via email, phone, remote tools, or in-person. The technician will respond to service requests and resolve issues in a timely manner. This role is customer facing and customer satisfaction focused and you will serve as the front-line for interaction between our business and clients.
Key Responsibilities
- Provide first-level technical IT support to clients via various communication channels.
- Troubleshoot Windows OS, hardware, and software issues proficiently.
- Familiarity with MS Office applications.
- Manage and monitor Office 365 services, including One Drive, SharePoint, and Teams.
- Administer and support Azure Active Directory.
- Support network troubleshooting, including connectivity issues and basic LAN/WAN configurations.
- Engage with senior technicians for complex issues.
- Assist in configuring and troubleshooting network devices such as routers, firewalls, switches, and access points.
- Maintain working knowledge of Active Directory, user accounts, group policies, and permissions.
- Handle onboarding and offboarding of client employees.
- Maintain up-to-date documentation of configurations, procedures, and troubleshooting.
- Collaborate effectively both independently and as part of a team.
- Share and learn information as required.
- Demonstrate excellent customer service skills and maintain a positive and professional attitude.
- Understand client business requirements and provide technical guidance.
- Troubleshoot printers and other peripherals such as scanners and monitors.
- Possess basic computer hardware knowledge for replacing hard drives and memory.
- Obtain a DCJS registration if required. (Criminal background check required)
- Work with various clients and their environments.
- Experience with a remote management platform is desired but not required.
- Experience with a ticketing system is desired but not required.
- A certification or equivalent experience is required.
Qualifications
- Proficiency in troubleshooting Windows OS, hardware, and software.
- Familiarity with MS Office applications.
- Knowledge of Microsoft Admin Center and Office 365 services.
- Experience with Azure Active Directory.
- Strong network troubleshooting skills.
- Ability to configure and troubleshoot network devices.
- Understanding of Active Directory, user accounts, group policies, and permissions.
- Excellent oral and written communication skills with the ability to listen and understand customer issues.
- Exceptional customer service skills with a strong desire to be helpful and a professional attitude.
- Basic computer hardware knowledge.
- Ability to lift 50 lbs or more occasionally, some work on ladder occasionally.
- Highly organized and detailed with the ability to provide accurate notes on processes, resolutions, and system documentation in various systems (Connectwise, IT Glue, etc.)
- Current A certification or at least three (3) years of experience in troubleshooting and supporting computers, networks, and servers.
Salary in the $50K - $60K/year range, commensurate with experience. You willhave the ability to grow and develop with the organization as we grow and participate in company trainings and education to enhance your skillset and nowledge baase. Benefits include Health Insurance, 401K with company match, Life, AD&D, Vision, Dental, paid time off, etc. We have a positive company culture and provide an environment for learning and growth.
We are growing to serve market demand and we’re looking for our next great employee. Join us in providing exceptional IT support and ensuring smooth operations for our clients. Apply today to become an integral part of our team!
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
Ability to Commute:
- Virginia Beach, VA 23453 (Required)
Ability to Relocate:
- Virginia Beach, VA 23453: Relocate before starting work (Required)
Work Location: In person
Salary : $50,000 - $60,000
