Help Desk Technician - Part Time

GENERAL PURPOSE OF THE POSITION
This position is part of the Helpdesk Support Team and is responsible for the frontline support of our agents needs including, but not limited to, troubleshooting hardware, software, and network related issues.

DUTIES

• Provide outstanding support to agents.
• Customer-facing on-site support of end-users.
• Configure and deploy new equipment with tech support.
• Take direction from IT/operations management team to provide agent support.
• Assist agents in troubleshooting technical problems.
• Document and respond to agent issues, utilizing a trouble ticketing system.
• Create and maintain documentation records of agent systems, utilizing online documentation portal.
• Diagnose, resolve, and escalate critical technical issues to manager

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required. College coursework or technical training is a plus.
• CompTIA, A+, and Security + certifications desired a plus.

KNOWLEDGE, SKILLS AND ABILITIES

• The desire for and ability to learn new skills.
• Ability to quickly assess agent complaint and escalate issue to higher level technician if unable to resolve yourself.
• Ability to work independently and as a team is critical in this position.
• Professional telephone and communication skills required.
• Service-driven personality with strong customer service skills.
• Sound verbal and written communication skills.
• Intermediate technical and troubleshooting knowledge of computers and networks.
• Ability to efficiently manage multiple tasks without frequent supervision.
• Ability to set priorities and solve problems.
• Have solid Windows and/or Macintosh OS experience, both as a user and as a technician.
• Experience with maintaining and troubleshooting domain environment required.
• Troubleshooting knowledge of Microsoft Office applications including Outlook, Word, and Excel.
• Experience in using Internet Explorer, Google Chrome, Microsoft Outlook and other internet applications.
• Experience with Office 365, and Microsoft Active Directory, Azure, CRM systems.
• Solid experience with networking hardware.
• Experience with remote management tools.

PHYSICAL REQUIREMENTS
Prolonged periods of sitting at a desk and working on a computer, interacting with others through written forms, voice, phone, and video conferences. Ability to lift up to 50 pounds and to carry up to 30 pounds, and physically deploy computer and networking hardware within business settings. Positions self to install equipment, including under desks. Able to provide verbal instruction to others.

Job Type: Part-time

Pay: $22.50 - $26.00 per hour

Expected hours: 30 – 32 per week

Benefits:

• Employee assistance program
• Health savings account

Experience level:

• 3 years
• 4 years
• 5 years

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person