Help Desk Engineer
Help Desk Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Were looking to expand our Help Desk team with a dynamic selfstarter to serve as the first point of contact for technical issues with our customers.
Our Managed Services practice offers a full range of services whether a client has an existing IT department that is looking to offload certain IT functions or if a client needs a fullservice IT department to manage it all weve got them covered. Inquire today about this exciting opportunity to take your career to the next level!
Some responsibilities include but not limited to:
- Serves as a first point of contact for all technical support issues
- Provides technical support to resolve network issues configuring operating systems as well as remote desktop connections to provide immediate support to customer end users
- Diagnoses and troubleshoots software and hardware problems; helps customers install applications and programs
- Monitors ticketing system and ensures tickets are addressed in a timely fashion
- Performs preventative maintenance for customers including server updates checking backups antivirus and application maintenance
- Delivers a high level of customer service responding to customers quickly and comprehensively
- Participates in a rotating oncall schedule during evenings weekends and holidays as assigned
- Collaborates with teammates to further develop selfknowledge of technology while also supporting teammates to meet or exceed customer solutions
- Tracks requests and solutions delivering metrics establishing trends and outliers delivering standard reports for management review periodically
- All other duties as assigned
Skills:
- Level 1 help desk experience required
- Knowledge and proficiency with Microsoft Office products (Word Excel PowerPoint) networks and systems such as HP and Dell
- Knowledge in implementation and troubleshooting network devices
- Configures and troubleshoots VPNs for end user access
- Technical knowledge of storage virtualization and compute across multiple vendors
- Demonstrated positive and professional interpersonal skills as well as strong written and verbal communications skills
- Exceptional customer relations skills to engage and service customers effectively based on the companys values
- Strong organizational multitasking detailoriented and time management skills
- Works independently and collaboratively to resolve problems and manage demands on time and deliverables
- Strong documentation skills
- Positive teamwork skills
- Maintains a high level of confidentiality professionalism and a courteous demeanor
Experience and Education:
- 12 years of experience working in a help desk role with a Managed Services Provider
- Experience with Microsoft Office 365
- Industry technical certifications a plus (CompTIA A Network Security etc.)
- High School Diploma or college courses/certificates in related field (business computer science information technology)
Employment Type
Full-Time
