Infrastructure Help Desk Technician

Responsibilities:

• The helpDesk Technician is the first point of contact for end users seeking technical assistance. Requests can be in person, via the phone, or by email. Request can be for all company-issued IT assets, including PC, laptops, mobile phones, handheld devices, network connectivity, and applications.
• Must be able to effectively communicate with nontechnical end users to gather details about reported issues to ensure accurate and timely resolution of support issues.
• They are required to provide timely updates to internal customers on ticket status. Maintain support ticket information.
• They must be able to effectively escalate unresolved issues to the next level of support staff. Escalation would include passing all relevant details about the issue to the escalation resource and details results of troubleshooting steps taken.
• They must be able to troubleshoot, diagnose, and resolve technical hardware and/or software issues efficiently.
• Technician is tasked with documenting issues, troubleshooting steps, and final resolution in the ticketing system.
• They maintain key technical documentation on the installation of software and configuration of hardware.
• Must be willing to help us in our continuous improvement efforts. Help identify areas for improvement in our services. Identify and communicate recurring issues to system administrators and/or managers.
• Technician on occasion will work with external vendors to resolve internal tickets as needed.
• Occasional overnight travel to other company locations as required.
• Completion of assigned projects promptly.
• Position requires accurate and timely reports to management on support tickets and assigned project status.
• Other duties as assigned.

Minimum:

• High School Diploma or GED.
• Must have excellent communication and training skills.
• Must be humble, approachable and honest.
• Demonstrate good judgement, problem solving and decision-making skills as well as being an organized record keeper.
• Must be self-starter who can work independently and deliver accurate, timely results.
• Demonstrated organization and accuracy skills; self-motivated, detail oriented and able to handle multiple projects/tasks with competing deadlines.
• Must demonstrate the ability to solve problems, accept constructive feedback and show flexibility should priorities and/or deadlines change.
• Excellent verbal and written skills and a high degree of emotional intelligence. Must be able to build productive relationships across all levels of an organization.

Shehadey Enterprise Solutions is an Equal Opportunity Employer with an excellent total rewards package including competitive compensation, health & wellness benefits, retirement with employer match and much more!

Hourly Range: $23.00- $25.00/hrly