Help desk technician

This position is responsible for managing the day to day support tickets generated by our clients. The successful candidate is a highly motivated team player who has excellent interpersonal communication skills, a commitment to delivering world-class levels of customer service and has a strong technical grasp of the following areas:

• Troubleshooting desktops and printers
• Day-to-day support activities including ticket creation and resolution
• Troubleshooting issues from inception to resolution, escalating tickets as needed, all while maintaining best practices throughout
• Excellent time management skills are absolutely crucial to success in this role.
• Must be able to manage multiple tickets at one time
• Assist in developing the documentation, knowledge base, and best practice guides
• Communicate highly technical information to both technical and non-technical users

Must Haves - Demonstrated Problem- Solving and solution development skills and the ability to explain problems and propose solutions to both technical and non-technical clients. Previous Help Desk experience is required. Experience with ticketing systems and multiple vendor solutions. Certification A+ is highly preferred.

Qualifications and Skills:

• High school diploma or GED
• Demonstrated knowledge of all Windows Desktop Operating systems, Microsoft Applications/Office, Windows Server, and security practices.
• Minimum 3-5 years’ experience as an IT help desk technician, or equivalent demonstrated skill levels.
• Hands-on troubleshooting experience with Windows 10 & 11, MS Office, etc.
• Knowledge of basic network protocols and LAN/WAN environments, including routing, switching, VPN, and physical wiring infrastructure.
• Strong PC and troubleshooting skills
• Strong knowledge of Physical Network Connectivity, hardware, PCs, Laptops, Network Cards, and RAM
• An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills
• Ability to work with peers in a team effort
• Demonstrated ability to manage multiple priorities and deadlines.

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Work From Home