Description
position at leadventure
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 onboarding 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
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