IT Help Desk Technician

IT HELP DESK TECHNICIAN

We’re seeking an experienced tier 1 Help Desk Technician to support the growth of the business. The main focus of the position will be to provide first tier, critical support services to a 300+ end-user population to ensure maximum uptime and access to software applications and client data. A team member of the IT Department, the Help Desk Technician operates in a client/server, hosted application and wireless-enabled environment to troubleshoot and solve both local and company-wide issues.

We’re looking for a highly organized, customer-service oriented, technical mind with strong troubleshooting skills. The Help Desk Technician is responsible for providing remote support for hardware and software systems by resolving issues in a complete and timely manner. Some onsite time will be necessary. Main tasks include providing end user support for PCs, printers, mobile devices, including Android and IOS devices, and related systems, including initial configurations and upgrades. This position will be a part of the Information Systems team and is located at our Operations office in Chandler, Indiana .

Position

• Deploy new and rehabilitated systems to end users
• Assist in remote setup of email on PC/mobile devices.
• Candidate must be capable of installing stand-alone computer/simple networks and support efforts augmenting the large and very large desktop, laptop and network projects.

Responsibilities/Duties/Functions/Tasks

• Unbox and document incoming equipment
• Package equipment for shipping and document
• Work with Administrator to select appropriate deployment image for systems
• Deploy system image w/o issues
• Assist in the deployment of mobile devices
• Update and create new system images as necessary
• Provide first line support to end users via phone and email
• Other duties as assigned by the System Administrator

Experience and Knowledge:

• 1 year minimum experience in related support field.
• Windows Server 2008 – 2016
• Windows 7 – 10
• Remote administration skills are required
• CompTIA A+ certification is preferred but not required

Skills

• Strong phone communication skills
• Proven Customer service skills
• Ability to prioritize multiple requests
• Clear decision making skills
• Clear, accurate documentation skills
• Attention to detail
• Ability and willingness to learn new skills
• Familiarity with remote administration of windows endpoints and servers
• Ability to operate with urgency in a fast paced, time sensitive, deadline driven work environment

Preferred skills

• Experience with GFI Max RMM or Kaseya VSA
• Experience or certifications with windows server 2008/R2 and ws2012/R2
• Experience or certifications with EMC storage Hardware
• MS SQL DB administrative experience
• Knowledge of VOIP technology is desirable
• CompTIA A+
• CompTIA Network+

Candidate must be willing to:

• Interface with users remotely on daily basis to solve challenging issues
• Determine when additional resources are necessary to resolve an issue
• Determine when escalation is necessary
• Keep knowledge base up to date
• Assist with ordering, inventorying, and deploying hardware
• Availability for after-hours work, including some weekends, during issue resolution/troubleshooting
• May be required Lift up to 50# but not repetitively or a large portion of their job

Pay will be based on experience and qualification.

Job Type: Full-time

Required education:

• High school or equivalent

Required experience:

• Help Desk: 1 year

Required language:

• English