Help Desk Technician

HELP DESK TECHNICIAN

Have you been wanting to learn more about cloud computing? Are you passionate about IT and want the opportunity to start your career, learn and grow? Do you want to be a part of a team that uses IT expertise to help transform business and make them more successful?

Our company is expanding through a growing reputation for quality and customer satisfaction. We’re ready to add new team members while raising the expectations of our existing team. This is an INTERMEDIATE LEVEL POSITION for our Service Desk Department.

You will help our customers with their everyday service requests, assist the team on IT projects, go onsite to all clients and help your team keep a high customer satisfaction rate through great customer service and quality technical work.

Job Title: Help Desk Technician

Division: Corona

Department: Service Desk

Reports to: Service Desk Manager/COO

FLSA and Employment Status: Non-Exempt, Full-Time

How to Apply

Your Resume should be included with your employment history, education history, special training and certifications, and any additional qualifications or strengths that you feel will be directly applicable to this talent search.

SUCCESS FACTORS

· Answer calls promptly during business hours

· Respond to after-hour requests as necessary per company policy.

· Maintain 100% punctuality for all service calls

· Maintain good attendance

· Maintain KPI’s as set and provide exceptional customer satisfaction score

· Follow all company policies and procedures

· Keep customers’ documentation up to date in the company’s system

· Time Entering and Time Management in the company’s CRM system

· Display company values during service calls and onsite visits

· Show commitment to the team’s and customers’ success and live the company’s CORE values

· Be motivated and prepared to learn and teach new technology

· Be a STRONG team player

KNOWLEDGE, SKILLS, EXPERIENCE NEEDED

To be successful in this position you will be a quick learner, self-driven, disciplined, and thoughtful, natural with follow-up and follow-through, detail-oriented and travelling between and working onsite 90%-100% of the time. Most importantly, you have to keep a positive and proactive attitude, represent the company well, maintain the standard of conduct as required and show our customers that you have a genuine interest in helping them succeed.

The ideal candidate for this position must be able to stay organized, multi-task and effectively manage their time. We are looking for an individual who has a natural skillset of strong presentation and the ability to relate to individuals within minutes of a conversation and build credibility with individuals at all levels in an organization.

MINIMUM REQUIREMENTS

· This description is intended to for meeting essential job requirements and responsibilities.

· This is a hybrid position. Although a lot of the work is done remotely, onsite visits are necessary to make sure we deliver the services contracted by our clients. At times, you will be required to work at a client site for a specific time periods, as required by the company. Your travel is expected to be 90 to 100% of your time.

· Network basics* – ability to troubleshoot network connectivity issues and network equipment to quickly identify and correct basic issues, since many of our customers use cloud technology. You also need to have basic knowledge on DHCP, DNS and WiFi troubleshooting.

· Network intermediate* – ability to install and configure SMB network appliances like Sonicwall and Fortigate. You will need to open ports for services needed by our customers, configure NAT rules and VPN tunnels. You need to also have intermediate knowledge on DHCP, DNS and basic switching protocols.

· Microsoft Windows Server basic* – you must have basic knowledge on installing, configuring, managing basic server roles and networking. You will also must have the ability to troubleshoot blue screens, error messages in the event log, and performance analysis through resource monitor.

· Everyday IT work* – ability to install, configure and troubleshoot Windows workstations (local or remote), troubleshoot basic hardware issues and network connection problems. Must have the ability to configure device drivers (especially printers), remove malware and keep workstations at optimal performance levels.

· Onsite Assistance* – ability to travel to customers’ locations to provide onsite assistance when required. Including occasionally on weekends and afterhours if requested.

· Projects and Scope of Work

· Provide multi-tiered customer support and First Call Resolution (FCR) to reported incidents via email, phone, remote assistance tools, and desk-side onsite assistance.

· Ability to communicate effectively internally and externally using e-mail, phone, and messaging tools.

· Troubleshoot network environments including servers, workstations and basic network equipment.

· Work with third party hardware and software vendors to resolve reported incidents.

· Possession of a valid driver’s license with valid automobile insurance

· Ability to lift or carry 30-40lbs

· Regular sitting and standing, bending down 90 degree angle or more and twisting associated with travel in accordance with a normal IT environment.

· Manual dexterity needed for using a cellphone, tablet, and computer keyboard.

· Ability to travel to customer locations throughout the workday. May require some after hours and weekend work.

· Perform other duties as requested by management.

· Attend meetings/training as required by management.

· Enforce compliance with company policies and procedures; forward all non-compliance issues to HR representative.

· Document activities in a ticketing system, per company protocol.

· Update customer documentation as needed.

· Proactively maintain communications with customers through analysis and resolution process to keep them informed of status and resolution plan.

· Follow company Standard Operational Process by Escalating to or work with higher level support when solution is not clear.

· Ability to adhere to occasional shift changes

· Work in collaboration with the company’s global workforce to meet ticket and project deadlines

· We are looking for an individual who has a natural skillset of strong presentation and the ability to relate to individuals within minutes of a conversation and build credibility with individuals at all levels in an organization.

· Perform other duties as assigned.

EDUCATION & EXPERIENCE REQUIRED

· High School or equivalent completed

· Network+ or Cisco CCENT certifications

· Microsoft Windows Server Certifications a plus

· Minimum 2 years of experience in Help Desk environments

· Minimum 2 years of experience in a Managed Services Provider

PHYSICAL DEMAND AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

· Ability to lift or carry 30-40lbs

· Regular sitting and standing, bending down 90 degree angle or more, ability to bend your hands and knees and twisting associated with travel in accordance with a normal IT environment.

· Manual dexterity needed for using a cellphone, tablet, and computer keyboard.

· Ability to maneuver the server room with exposed wiring and other equipment kept at client sites

· Possible exposure to soft and loud noise and dark environment (as in case of a venue)

· Dust exposure as it relates to the physical sites and travel

· Exposure to highly populated as well as smaller work environments.

· Working in large crowds

· Driving

· Climbing a ramp or stairs

· Performing work in low postures

Salary: $25 - $32 per hour DOE
Benefits: You will be eligible for (group health insurance, dental, vision, vacation, sick time, holidays ) upon completion of 90 days of your probationary period or as otherwise noted in your employee handbook.

Disclaimer: This job description is not to be considered an offer of employment or a contract for employment. Employment with Forum Info-Tech, Inc. is at-will. This means that we may change the terms and conditions of employment at any time, with or without advance notice or cause. It also means that employees may terminate their employment with the company. All employees must comply with and adhere to our company policies. The company may change this job description at any time. Any concerns should be reported to the CEO as soon as possible.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and/or interview process should contact a management representative.

Job Type: Full-time

Pay: $25.00 - $32.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Weekends as needed

Experience:

• Help desk: 2 years (Required)
• Managed Services Provider: 2 years (Required)

License/Certification:

• Cisco CCENT certification (Preferred)
• MS Windows Server certification (Preferred)
• CompTIA Network+ certification (Preferred)

Shift availability:

• Day Shift (Required)
• Night Shift (Preferred)

Ability to Relocate:

• Corona, CA 92882: Relocate before starting work (Required)

Work Location: Hybrid remote in Corona, CA 92882