IT Help Desk Technician

Job Description

Job Summary

• This position is responsible for diagnosing and troubleshooting product software and hardware incidents reported by Customers. The employee will identify and work to resolve severity one, two, three and four incidents. The Help Desk Technician should have strong knowledge in trouble shooting, Networking, Computer and Operating Systems. The Help Desk Technician will need the ability to quickly learn new technologies and apply this knowledge to Customer environments. The ability to multi-task in a fast paced environment and successfully achieve project deadlines is required

Reporting Relationships

• Reports to Tech Support Supervisor or Manager. The Help Desk Technician will interact with End Users, Channel Partners and other third party vendors to resolve technical issues. The Help Desk Technician will work closely with the rest of the Support team sharing knowledge and work load

Duties & Responsibilities

• Trouble shooting difficult and aging Customer issues
• Communicate to Customer’s through the phone and digital medium to speed issue resolution
• Generate and maintain knowledge content on the Knowledge Management System following the Knowledge Centered Support guidelines
• Research technologies online in search engines, Vendor sites, User forums as well as the knowledge management system
• Understands the customer's business impact and acts accordingly
• Recognizes when a customer is likely to run into future problems and proactively shares information to help them avoid pain.
• Positions workarounds with customer in a manner that helps them understand why the workaround is viable and helps achieve the desired business outcome
• Retains ownership and stays actively involved for all cases assigned to them or escalated by them
• Values the work the customer has put forth and their contributions and ideas to fix their problem
• Proactively provides help in situations where a peer or the team is struggling with a commitment or responsibility
• Owns and follows-through on customer escalations with little oversight in most situations

Qualifications
Knowledge & Skill Requirements
Preferred Knowledge and skill on one or more of the following is highly desirable:

• Health Care Experience such as Nursing Homes, Assisted Living Facilities, Detox Centers or Doctor's Offices
• Previous Help Desk or Call Center experience
• Microsoft Operating Systems
• Data Center operations
• Knowledge of Virtual Environments
• Knowledge of Atera RMM a plus

Education & Experience

• Associate’s degree
• Bachelor’s degree preferred
• MCSA Microsoft Certification preferred
• 1 year of Customer Service Experience

*certifications may meet educational requirements in lieu of degree
Competencies

• Deliver a high level of quality customer services
• Learn new technologies and stay current with the IT industry
• Strong customer service skills
• Able to work under pressure in a fast paced environment
• Extensive telephone and email interactions with customers.
• Excellent verbal and written communication.
• Advanced trouble shooting skills

Working Conditions/Other

• Local travel will be required to resolve Customer issues or receive training
• May be assigned to long term special projects outside incident resolution.
• Participation in proactive incident review
• Trouble shooting review including RMA approval
• Weekend Coverage as needed
• Additional Duties as assigned

Language

• English

Greenlight Tek LLC provided the following inclusive hiring information:

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

• Inclusive of minority and disadvantaged groups
• Paid time off

Job Type: Full-time

Pay: $19.03 - $20.35 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Paid time off

Experience level:

• 2 years

Schedule:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Active Directory: 1 year (Preferred)
• Windows: 1 year (Required)

Work Location: In person