IT Help Desk Technician
Sierra Lobo, Inc.
Milan, OH
Overview
Sierra Lobo offers a full range of professional and technical capabilities, including Test and Evaluation, Systems Engineering, and Advanced Technologies. In our Corporate Technology Development and Engineering Center (TDEC) in Milan, Ohio, we also develop products and processes related to Cryogenic Fluid and Thermal Management Systems, Densified Propellant Management Systems, and Prototype Extreme Pressure and Temperature Systems. Our customers rely on Sierra Lobo’s expertise in managing large contracts for the Government combined with in-house core competencies in research and engineering. This unique combination gives customers access to specialty skills and a proven management framework that produces “Excellent” results.
This position will be located in Milan, OH.
Responsibilities
The Help Desk Technician is a full-time position that provides assessment and resolution of incidents across the company’s computing environment. The technician must be able to work at a fast pace while providing high-quality troubleshooting and technical assistance in order to bring about a satisfactory resolution. The Help Desk Technician's role is to ensure proper computer operation so that employees can accomplish business tasks. This includes receiving, assessing, prioritizing, documenting, and actively resolving employee requests and issues.
Duties and Responsibilities
- Demonstrate working knowledge of current technology to support various applications.
- Possess knowledge of both inbound and outbound help desk processes.
- Must be able to demonstrate employee service skills such as patiently seeking to understand an employee’s issue and situation, providing troubleshooting and resolution, proper follow-up, and status updates.
- Ability to remain organized while performing multiple tasks with various priorities.
- Serve as a first point of contact in all computer hardware, software, and telecommunications incidents and requests.
- Perform computer hardware configuration and upgrades, software installation and upgrades, and basic network support.
- Ability to identify and escalate issues requiring urgent or immediate attention.
- Analyze complex hardware and software problems to determine the most appropriate solution.
- Perform and document technical troubleshooting.
- Collaborate with other team members to resolve incidents and technical issues.
- Provide technical training to other employees.
- Ability to communicate effectively with both technical and non-technical employees.
- Must be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Qualifications
Required Skills
- Proficient in the following:
- Windows 11 Professional
- Office 365
- Microsoft Teams
- Mobile device troubleshooting
- Active Directory
- Familiar with the following:
- Wired and wireless networking
- SharePoint
- Printer troubleshooting
- Remote desktop and VPN
- 0-2 years of help desk experience in a professional environment.
- Industry certifications preferred.
- Excellent customer service skills.
- Excellent verbal and written communication skills.
- Must be a U.S. citizen.
About the Company
Sierra Lobo, Inc.
What is important to you in a partner? Delivery? Performance? Technical excellence? Safety? Support services? Sierra Lobo understands how important each of these factors are to you, as well as many other factors needed to create an environment for success.
What is critical to you as a business? Sharing information or a need for updating your IT landscape? Leveraging, updating, or originating new technologies to meet your growth or revenue goals? Transitioning or implementing a tightly executed management program to reduce or maintain costs? Every day, Sierra Lobo team members pool their best talents, skills, resources, and technical experience, to address our customers’ challenges and requirements.
Sierra Lobo is not a typical small business. We provide the management expertise and research capabilities that many other companies our size lack. Our Technology Development and Engineering Center (TDEC) and Sierra Lobo Test Facility Center (SLTF) not only expand our capabilities, but also reduce costs for our customers and improve efficiency by providing reachback and in-house knowledge. Our priority is to maintain our small business atmosphere while offering customers the breadth and depth of an extensive menu of cost effective and competitive engineering services.
Risk reduction also plays a valued role in our approach to customer service. The decision you make in choosing and creating a partnership will eventually impact your reputation and profit line. We owe it to our customers to be professionally accountable, as well as to be financially sound and sustainable. You can safely choose to partner with Sierra Lobo because we have the resources to respond quickly with the financial stability, knowledge, and people, to the tasks at hand.