Help Desk Technician I

Classification: Help Desk Technician I

Exempt

Range

JOB DESCRIPTION

Summary/objective

The Help Desk Technician I is part of a global team that is responsible for first level support to all our customers. The candidate must be able to adapt to a constantly changing, fast-paced environment. The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.

Essential Functions

● Be present and available during assigned Help Desk shifts

● Monitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metrics

● Perform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk system

● Maintain and update open incidents and service requests to ensure a timely resolution, escalating to level 2 or supervisor/manager if unable to resolve

● Collaborate and stay engaged in team conversations using the company’s collaboration tools

● Attend all scheduled meetings/trainings

● Participate in after-hours work as needed

● Perform other tasks as directed by the supervisor/manager

Common Tasks Performed

● Investigate and resolve routine hardware, software, and network issues

● Install and update client software in an enterprise environment

● Educate and train users on proper use of company supported systems and software

● Follow all standard operating procedures (SOP) through the effective use of Knowledge Management

● Work with Level 2 Tech to update knowledgebase documentation

● Work with Level 2 Tech to create accounts and configure hardware as part of the on-boarding process

● Provision hardware following the current process

● Repair or replace client hardware as necessary

● Monitor internal assets to ensure accurate inventory records

● Support VoIP phone systems and infrastructure

● Support Office 365 and Google Workspace environments

● Perform network troubleshooting and issue resolution

Requirements

● Experience managing, installing, and supporting Windows 10

● Experience supporting Mac’s

● Experience troubleshooting common computer issues

● Understanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)

● The ability to function within a Help Desk system workflow

● Growth mindset, drive to continuously learn new technologies

Extra Considerations

● Active Directory, O365 Admin and Google Workspace experience in an enterprise setting

● Certifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+

● Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)

Personal Skills

● Excellent customer service skills

● Strong communication skills

● Strong organizational skills

● Strong troubleshooting and problem-solving skills

● Ability to work within a team environment

● Ability to prioritize tasks and adjust priority when asked

● Accountability for completing the task while working in a remote environment

● Flexible with the ability to adjust between remote working and in-office when asked

● Ability to work under pressure

● Endeavor to implement proactive solutions

● Must be able to lift and carry computer equipment up to 40lbs short distances