Help Desk Support Technician

Purpose & Need

Technology implementation is vital to the success of our projects, processes, and people. We rely on the seamless function of, and access to, our networks and application systems to deliver high quality infrastructure improvement projects to our clients. Become a vital member of our IT team, serving a crucial role to provide technical assistance and support to users within our organization. The ideal candidate will ensure that technology-related problems are identified, addressed, and resolved promptly, allowing users to work efficiently without disruptions. Backed by a group manager with 30+ years of experience, you’ll be equipped with the resources to support your professional development and long-term success with our firm.

What You’ll Do

• Respond to user inquiries and technical problems via various communication channels, such as phone, email, or ticketing systems. Analyze and diagnose software, hardware, and network issues to provide accurate solutions.
• Employ a systematic approach to troubleshoot problems by asking relevant questions, identifying patterns, and utilizing diagnostic tools. Guide users through step-by-step procedures to resolve issues.
• Document all interactions and problem-solving steps in a ticketing system. Keep detailed records of user issues, resolutions, and any additional actions taken
• Utilize remote desktop tools to assist users by accessing their systems remotely, allowing for quicker problem resolution without the need for physical presence.
• Assist users in installing, configuring, and troubleshooting hardware components (computers, printers, etc.) and software applications (operating systems, productivity software, etc.).
•  Collaborate working with the IT team to resolve complex technical issues that span multiple areas.
•  Display exceptional customer service skills by remaining patient, empathetic, and attentive while assisting users, regardless of their technical proficiency.

What’ll You’ll Need

• High School Diploma
• Experience with troubleshooting Windows OS, Active Directory, MS Office, Azure, and Intune.
• Administration for MS365 environment
• Basic network management and troubleshooting
• Experience troubleshooting AV conferencing equipment and related software.

What You’ll Bring

• Good verbal and written communications skills 
• Good attention to detail and organizational skills 
• Must be able to effectively prioritize
• Ability to work in a fast-paced environment while maintaining high standards in all work efforts 
• Ability to perform multiple tasks in an organized manner  
•  Ability to work independently and as part of a team on deadline-driven activities 
•  Skill in working with Word, PowerPoint, Excel, Outlook, and other Office Products

Working Conditions

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• While performing the duties of this job including working on a computer, the employee is regularly required to sit for prolonged periods at a desk; use hands, handle, or feel, talk, and hear.
• The employee is frequently required to stand and walk.
• The employee must be able to access and navigate each department at the organization’s facilities.
• While performing the duties of this job, the employee is often exposed to outside weather conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.