Help Desk

JOB SUMMARY

Provide support to our clients who have critical response time requirements for their business technology systems. You will work independently to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate up when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. You will also perform service and preventative maintenance activities on products and assists in installations and deliveries. Other projects may be assigned. 

ESSENTIAL FUNCTIONS

Technical

• Identifies, troubleshoots, resolves, and/or escalates basic and more complex data, network connectivity, client/server processes, and application issues according to established policies and procedures.
• Utilize PSA, RMM, and other service-specific tools and technologies to deliver onsite and remote user support services.
• Update service order information with accurate documentation of all activities conducted.

General

• Develop and Maintain Relationships with customers that further enhance the company’s positive reputation through exceptional customer service.
• Maintain a professional and clean appearance.

Professional Development

• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Develop skills to work efficiently both, individually and as a member of the Service Department
• Participate in company-sponsored job-related activities.

REQUIRED QUALIFICATIONS 

It is impossible to list all the skills and qualifications that an individual will need to efficiently perform in this position, but we have listed general skills and qualifications that individuals should have or should be striving to achieve to be qualified for this position.

Education

• Associate degree in computer science, Information Technology, Business Technology, related field of study, or equivalent work experience.

Technical Skills

• Proficient in supporting Windows & MAC Operating Systems.
• Experience supporting Office 365 & Microsoft Office Suites, Adobe, Active Directory, Backup, Endpoint protection tools, Line of business apps, Mobile devices, and other standard business application support.
• Basic and intermediate server support skills which do not involve advanced networking concepts.
• Familiarity with Firewall, Switch and Network Architecture and troubleshooting procedures.

License & Registrations

• Valid driver’s license
• Proof of automobile insurance required.
• Reliable and suitable transportation that can be used as required to perform job duties, such as a car, SUV, pickup, or minivan. Motorcycles are not acceptable.

CERTIFICATIONS 

• A , Network , Security or similar industry-recognized certification or working towards obtaining them. 
  

Other Skills and Abilities

• Able to work independently and as a part of a team.
• Exceptional written and oral communication skills required.
• Self-motivated
• Should enjoy learning new things.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform this position.  Reasonable accommodation may be made to enable individuals with disabilities to perform job duties in accordance with state and federal law. 

• Regularly required to sit for extended periods of time
• Repetitive movement (fine motor like typing, writing, keyboarding, filing)
• Ability to talk and hear through phone system.
• Frequently required to walk and stand.
• May require ability to pull/push/lift/carry over 50 pounds
• Occasionally required to reach, crawl, kneel, bend/stoop/crouch and twist/turn.

To perform the job successfully, an individual should demonstrate the following Core Values and Competencies. 

• Integrity – Everywhere, All the Time
• Humble – Confidence
• Fostering Friendships with Clients and Coworkers
• Growth as Individuals and as a Company