Help Desk Technician

HC-Resource is looking for an experienced and driven Help Desk Technician.  This is an excellent opportunity with aManaged Service Provider (MSP) who specializes in delivering top-notch IT solutions to businesses around Texas.  Their mission is to provide proactive, reliable, and cost-effective technology support, allowing their clients to focus on their core business activities.

The Help Desk Technicianis responsible for providing efficient and effective technical support to our clients.  This role involves troubleshooting and resolving IT issues, as well as delivering exceptional customer service.  The ideal candidate should have a minimum of 3 years’ relevant experience, including Help Desk support, and possess an Associate Degree in Information Technology.

Responsibilities:

• Technical Support:  Provide first-level technical support to clients through various channels, including phone, email, and remote desktop tools.
• Problem Resolution:  Diagnose and resolve hardware, software, and network issues promptly and accurately.  Escalate complex problems to higher level support when necessary.
• Documentation:  Maintain detailed records of clients’ interactions, issues, and resolutions.   Create and update knowledge base articles to assist both clients and colleagues.
• Client Communication:  Keep clients informed of issue status and progress, ensuring clear and effective communication throughout the process.
• Remote Support:  Utilize remote access tools to troubleshoot and resolve issues on clients’ systems and devices.
• Hardware and Software Setup:  Assist clients in setting up, configuring, and installing software, hardware, and peripherals.
• Customer Service:  Provide exceptional customer service by being courteous, professional, and patient in all interactions with clients.
• Compliance:  Ensure that all support activities comply with relevant service level agreements (SLAs) and industry best practices.
• Continuous Learning:  Stay current with industry trends, technologies, and certifications to improve skills and knowledge.

Requirements:

• Experience:  3+ years of relevant experience in a technical support role, preferably in a Help Desk or MSP environment
• Education:  Associate Degree in Information Technology or related field
• Certifications:  CompTIA A+ Certified or relevant certifications (e.g., Network+, or Microsoft Certified Professional)

• Mandatory IT Experience: Windows XP, Vista, 7,8,10
  • MAC OSX
  • Virus/Spyware Removal
  • Office 365 Administration
  • Microsoft Office Suites
  • Network Experience – Firewall/Router/Wireless installation, configuration, troubleshoot (SonicWALL, Ubiquiti, other)
  • Basic Windows Server Administration
  • Data Backup and Recovery
  • ConnectWise PSA
  • Experience using RMM Software to remotely assist end-users.
  • ESET/SentinelOne/Huntress or similar
• Customer Service Skills:  Excellent communication, interpersonal, and problem-solving skills are essential.   
• Team Player:  Ability to work collaboratively with colleagues and escalate issues when necessary.
• Organizational Skills:  Strong attention to detail and the ability to manage multiple tasks effectively.  Capable of starting work and completing it to 100%.

Benefits:

• Health, dental and vision insurance
• Competitive salary
• Collaborative and supportive work environment

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