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.
Requirements
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.
Benefits
- 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