Benefits:

401(k)

Competitive salary

Dental insurance

Health insurance

Paid time off

Training & development

Vision insurance

Benefits/Perks

Competitive Compensation

Career Growth Opportunities

Job Summary

We are seeking a knowledgeable IT Helpdesk Support Technician to join our team. The Helpdesk Support Technician is responsible for initial customer support with general client issues.

Skills

Microsoft Office, Office 365 Administration, Active Directory, VMware, basic computer hardware maintenance, and network support

Working knowledge of Windows and Linux operating systems, VMWare, software, and programming

Experience in data cabling networks

Basic troubleshooting abilities

Results-oriented, strategic thinker and planner

Decision-making and problem-solving skills, critical thinking, attention to detail

Professional written and verbal communication skills with clients and coworkers

Good organization and time management, great customer services and interpersonal skills

Professional writing skills

Desire to learn and for growth within the organization

Responsibilities Operations:

Manage phone calls

Gather and analyze information about user’s issue

Create tickets in ticketing system for customer issues such as solving usage problems and fulfilling service desk requests that require IT involvement

Provide hardware, software, or network problem diagnosis and resolution via telephone, email, or chat to customer end users or internal staff

Configure, install, upgrade, move, change, add, troubleshoot, and repair PCs, laptops, printers, phones, and associated peripherals as needed

Basic troubleshooting, password resets, printer configurations, break/fix instructions, ticket routing and escalation to level II/III support

Monitor IT infrastructure and applications for service interruptions and security incidents

Identify SLA priority for tickets and follow guidelines for timely resolution

Update tickets as issues progress and are resolved

Escalate and notify other LTS staff as needed to resolve issues

Development:

Document technical procedures for company policy management

Expert understanding of products and services with ability to innovate new ways the product can serve customers

Continual research of technology trends to remain relevant in the market

Participate in the development of the organization’s long- and short-term strategies

Other duties as needed

Qualifications

A bachelor’s degree in Computer Science or a related field is preferred

Previous experience as an IT Technician or an IT Certification is preferred

Strong troubleshooting and analytical skills

Ability to work well as part of a team

Strong written and verbal communication skills

Understanding of data privacy and security