Address
Form of workSkillset:
Pay Range: $60,000-$65,000 per year (Depending on Experience)
- Bachelor’s Degree or strong background in Computer Science or IT related field, or equivalent professional experience.
- 1+ year of previous Helpdesk or similar experience, ideally including Windows 11, basic networking, printer, virtual desktop, VPN, remote-in, password resets, and other troubleshooting experience.
- Basic to Moderate experience with Lenovo ThinkPad X1 and Mac laptops specifically
- Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers/users. Proactive follow-up, effective problem resolution, and end-to-end ownership of the problems is required. Also requires proven ability to learn new systems as required to effectively support user needs.
- Must be team-oriented and able to work in a fast-paced environment. Must work together with team to build and maintain effective single point of contact at all times.
- Must be customer-centric and passionate about promoting your customers’ needs and getting them met.
- High attendance availability and reliable to be reached when needed for assistance on ticket or high priority issue.
- A+, MCP, Net+ certifications are a plus.
- Receive helpdesk support requests from ticketing system from employed users across the United States in a fast-paced environment.
- Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our employee user base.
- Use ticketing system and knowledge bases to document and route support cases to the appropriate group(s) who can assist in resolving the issue.
- Expect ticket capacity of approximately 10-15 tickets per day.
- Regular interaction with various support groups and end-users at all levels
- Analyze problems and solve them efficiently
- Strong understanding of our users' usage patterns for our goods, features, and services must be attained.
- Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks in a timely manner.
- Ability to effectively communicate orally and in written form along with constant communication within Support Desk and Infrastructure groups.
- Assist on special projects and escalations when needed
- Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the Support Desk.
- Capacity to adhere to a daily work schedule and arrive on time for all tasks.
- Provide live phone and Microsoft Teams support to the employees of MW Components, employing a high degree of helpdesk service, technical expertise and timeliness.
- Provide basic level remote IT assistance for problem resolution and escalate complex problems to second tier personnel
- With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other IT staff in need of assistance
- Track support tickets in the Help Desk ticketing system
- Able to honor established standards and procedures in resolving problems
- Hours: In Office Monday-Friday, 8-5pm, No weekends unless required
- Location: Chicago/Corona, CA.
Pay Range: $60,000-$65,000 per year (Depending on Experience)
