Help Desk Technician

Description

• Be the go-to person for resolving technical challenges, from troubleshooting software glitches to setting up new workstations.
• Manage incoming support requests via our ticketing system, ensuring timely resolution and adherence to SLAs.
• Configure and maintain computer hardware and software, including Windows 10/11, MacOS,  Microsoft Office Suite, and peripheral equipment.
• Assist in managing system images and maintaining accurate inventory records.
• Provide on-site and remote support, empowering employees with the tools and knowledge they need to succeed.
• Train end-users on conference room technology and other internal systems.
• Collaborate with our IT Admin team to manage equipment and software licenses.
• Contribute to a positive and collaborative team environment, escalating complex issues as needed.
• Maintain accurate documentation and contribute to the continuous improvement of our support processes.

• 1-2 years of experience in a Help Desk Support role, demonstrating a proven track record of resolving technical issues.
• Solid understanding of Active Directory, Office 365 administration, and Windows 10/11 troubleshooting.
• Proficiency in Microsoft Office Suite applications and strong hardware troubleshooting skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• A proactive and customer-centric approach, with a passion for providing exceptional service.
• Strong organizational and multitasking abilities, with a keen eye for detail.
• A desire to learn and grow in a dynamic environment.

• A+ Certification or similar
• Experience with Linux/MacOS
• Familiarity with ConnectWise Manage/NinjaRMM
• Knowledge of AWS

• Ability to climb under desks and lift equipment.
• Reliable transportation for travel between offices.
• Availability for occasional extended and on-call hours