Help Desk Technician

Department: Service
Reports to: Service Manager

General Summary:

Help Desk technicians are responsible for remotely assisting end-users with various issues and troubleshooting/remediating desktop issues. This person is a good communicator and a person who can manage well when the client needs assistance. This person should be prompt and/or know the importance of communicating ETAs to clients. Most importantly, this person should be eager to learn while following prescribed procedures.

Position Responsibilities include:

  • IT Support relating to technical issues involving Microsoft applications, Office 365 and operating systems.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Basic remote access solution implementation and support: VPN, Remote Desktop Services.
  • Patching
    • Troubleshoot/remediate issues with patch installs
    • Track to make sure patched machines come back online
  • Configuration of standard POP, SMTP & Exchange clients including Outlook and mobile devices
  • Installation, configuration, troubleshooting and customization of MS Office Suite applications per client’s preferences
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
  • Work through a daily schedule in ConnectWise that has been established through the dispatch process.
  • Enter all work as service tickets in ConnectWise Manage.
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
  • Escalate service requests that require system technician.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Knowledge, Skills, and Abilities:

  • Advanced understanding of operating systems, business applications, printing systems, and network systems.
  • Understanding of TCP/IP and troubleshooting Internet connectivity
  • Experience with Remote Desktop Services & VPN
  • Understanding of the relationship between switches, hubs, patch panels and connecting nodes to a network
  • Working knowledge of wireless technologies
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
  • Diagnosis skills of technical issues.
  • Ability to multi-task and adapt to changes quickly.
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast moving environment.

Credentials and Experience:

  • College diploma in IT Infrastructure or Networking
  • New hire with no industry certifications
  • Eager to learn
  • Takes direction from Technicians

Pay: Base + Bonuses