Help Desk Technician

Q

Quintessa Marketing

Help Desk Technician

Oklahoma City, OK
Full Time
Paid
  • Responsibilities

    Position Overview:

    As a Help Desk Technician, you will play a vital role in maintaining and troubleshooting our IT systems, supporting both office staff and call center operations. You will assist in managing key technologies, including Microsoft Intune, UniFi network infrastructure, Balto (call center coaching tool), Azure-hosted environments, Vultr-hosted environments, and ScreenConnect (remote support). This role requires a proactive problem solver who can respond quickly to technical emergencies, including on-site incidents and remote work transitions during snow days or other disruptions.

    Key Responsibilities:

    • Technical Support: Provide comprehensive technical support to marketing and call center staff. Troubleshoot and resolve issues related to hardware, software, and network connectivity.
      • On-Call: Respond to urgent IT issues during business hours to ensure minimal disruption to call center and marketing operations.
      • Off-Site Deployment: Configure and deploy off-site hardware for remote workstations in special circumstances.
    • System Maintenance: Assist with the setup, configuration, and maintenance of IT systems, including workstations, telephony systems, and call center technology.
    • Call Center Systems: Support and manage call center software and hardware, addressing issues related to call routing, phone systems, and system performance.
    • User Management: Handle user account management, including account creation, permission settings, and access controls. Ensure new and existing user workstations are properly set up and configured.
    • Documentation: Maintain detailed records of technical issues and resolutions. Create and update user guides, FAQs, and other documentation to assist staff with common issues.
    • Training: Provide training and support to staff on IT systems, applications, and best practices. Assist with onboarding new employees by setting up their IT equipment and accounts.
    • Project Support: Contribute to IT projects such as system upgrades, technology deployments, and other initiatives as directed by the Director of IT.
    • Security Compliance : Follow and enforce security protocols to safeguard data and ensure compliance with company policies and industry standards.

    Qualifications:

    • Experience : 2-4 years of experience in an IT support role, ideally within a marketing or call center environment.
    • Technical Skills: Proficiency in troubleshooting and supporting various operating systems (Windows, macOS) and office applications. Experience with call center technology and software is advantageous.
    • Knowledge: Familiarity with network configurations, telephony systems, and IT infrastructure components.
    • Problem-Solving: Strong analytical and problem-solving skills with the ability to resolve technical issues efficiently.
    • Communication: Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical users.
    • Certifications: CompTIA A+ not required, but a plus

    What We Offer:

    • Competitive salary and benefits package
    • Opportunities for professional growth and development
    • A collaborative and supportive work environment
    • Exciting projects and cutting-edge technologies

    Who We Are:

    Founded in 2016, Quintessa Marketing is the premier marketing company specializing in Personal Injury Law Lead Generation. We create opportunities for financial recovery, physical healing, and peace of mind by connecting injured individuals with exceptional legal representation.

    Our numbers speak for themselves. Quintessa has delivered over 100,000 motor vehicle retainers to our clients, and our commitment to quality has helped Quintessa double in size year over year on the way to becoming a billion-dollar company.

    But our success goes beyond just business growth. At Quintessa, we believe in giving back — we donate 50% of our profits to charities, non-profits, schools, and other worthy causes.

    To be considered for this opportunity, we kindly request that you complete the survey provided and ensure your resume is attached and current. Please copy and paste the link:

    https://surveys.cultureindex.com/s/PIze15BGk3/112006