Helpdesk Technician

hatch IT is partnering with Neovera to find a Helpdesk Technician. See details below.
About the Role:
Under the direction of the Manager, Systems Engineering, the Help Desk Technician provides second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.
About the company:
Neovera is a trusted provider of complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera's clients range from start-up and non-profit organizations, to global media, distance-learning, and financial institutions. Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions.
Duties and Responsibilities:

• Provide exceptional customer service to all users
• Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system.
• Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2).
• Document, track and monitor technical issues to ensure timely resolution
• Document changes in IT inventory and asset management systems
• Provide timely and thorough input for regular status reporting
• Provide computer hardware and software setup, repair, upgrading, and troubleshooting
• Perform add/modify/delete of user profiles and accounts
• Assist in help desk documentation
• Phone/AV support
• Mobile support for wireless devices
• Perform other duties and special projects as required

Required Skills:

• Excellent oral and communication skills (client-facing)
• 4+ years of relevant work experience administering a Microsoft Domain, Windows Servers, Exchange administration, and other mission critical enterprise level systems
• Experience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging.
• Experience supporting users in an Office 365 organization
• Experience supporting users with Windows 10/11
• Experience supporting Salesforce
• Experience supporting Slack and Zoom
• General knowledge of Help Desk ticketing systems (Kace, Jira, etc.)
• Experience developing process and procedures for end-user instructional use
• Candidate must be a quick learner with exceptional customer service skills
• A pro-active mind-set with a focus on constant improvement and follow through at all levels
• Strong technical problem-solving skills
• In depth knowledge of the Microsoft Office suite products.
• Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems.

Desired Skills:

• Experience in working with or for an MSP
• Experience with supporting Apple Laptops a plus.
• Experience with Carbon Black a plus.
• Prior consulting experience a plus.
• Curiosity and strong desire to constantly learn
• A self-starter with the ability to work in a fast paced and ever-changing environment
• Strong ability to balance multiple priorities in a high-demand environment

$90,000 - $110,000 a year
Don't think you're 100% qualified for this position? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At hatch I.T., we're dedicated to helping companies build diverse, inclusive and authentic workplaces, so if your experience doesn't perfectly align with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles.
If you are interested in learning more about this company or any Startups/Small Businesses in the area, please contact us and check us out here!!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.