What are the responsibilities and job description for the Helpdesk IT Technician position at Yochana?
About the Role
As a Helpdesk/Desktop Support Engineer Remote at Yochana, you will play a critical role in delivering exceptional IT support to our clients. With a strong background in hardware and software support, you will troubleshoot and resolve end-user issues, provide installations, moves, adds, and changes (IMACDs) requirements, and coordinate with internal and external teams to ensure seamless execution of IMACDs. Your ability to communicate effectively with clients and colleagues will be essential to success in this role.
Responsibilities
Requirements
To succeed in this role, you will need:
Working Conditions
This is a remote position, requiring you to work from home or a designated office location. You will need a reliable computer, internet connection, and communication tools to perform your job duties effectively. Regular video conferencing and collaboration with team members will be essential to success in this role.
Benefits
At Yochana, we offer a comprehensive benefits package, including a competitive salary, health insurance, retirement plan, and paid time off. You will also have access to ongoing training and development opportunities, as well as a supportive team dedicated to excellence.
As a Helpdesk/Desktop Support Engineer Remote at Yochana, you will play a critical role in delivering exceptional IT support to our clients. With a strong background in hardware and software support, you will troubleshoot and resolve end-user issues, provide installations, moves, adds, and changes (IMACDs) requirements, and coordinate with internal and external teams to ensure seamless execution of IMACDs. Your ability to communicate effectively with clients and colleagues will be essential to success in this role.
Responsibilities
- Provide technical assistance to clients via phone, email, or chat.
- Troubleshoot and resolve end-user IT issues with PCs, mobile phones, printers, and other IT devices.
- Provide or oversee all installations, de-installations, cascades, moves, adds, and changes for EUC equipment, software, and related services at designated customer sites.
- Coordinate, plan, and schedule IMACDs with affected IT functions, including internal and external teams.
- Create and document processes for IMAC execution, obtaining customer approval for such processes and documentation.
- Obtain customer approval for specific authorization required for IMACs that include changes to software.
- Confirm that all necessary equipment, software, parts, network, cabling, or services are available for IMAC execution.
- Treat every client like a VIP, strengthening relationships and engaging users who might otherwise disengage from IT.
- Cancel network transport services no longer required after completing IMACDs.
Requirements
To succeed in this role, you will need:
- A Hardware certification
- M Microsoft certification (preferred)
- ITIL certification (preferred)
- CCNA certification (preferred)
Working Conditions
This is a remote position, requiring you to work from home or a designated office location. You will need a reliable computer, internet connection, and communication tools to perform your job duties effectively. Regular video conferencing and collaboration with team members will be essential to success in this role.
Benefits
At Yochana, we offer a comprehensive benefits package, including a competitive salary, health insurance, retirement plan, and paid time off. You will also have access to ongoing training and development opportunities, as well as a supportive team dedicated to excellence.
