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 networkissues
●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
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