IT Help Desk Representative
IT Help Desk Representative
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$ 68900 - 76500
1 Vacancy
Job Description
The primary responsibilities include support of all of our clients software/hardware and connectivity issues for the US Region. The support technician must be able to communicate effectively with our clients to gather detailed information about their issues and resolve them in an orderly fashion. In addition work closely with team members for special projects and resolve complex issues. Help desk technicians are responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure. Additional support responsibilities to include maintaining backups and onsite visits to clients for maintenance. This position will be reporting to the US Helpdesk Manager. This position is not a remote position and requires to be onsite at our HQ office.
Responsibility:
Monitor/Assign and respond to tickets submitted through Jira
Troubleshoot and provide a resolution to user issues in a timely manner
Provide phone and webbased software support for employees
Analyze complex technical issues and provide clear concise and comprehensive resolutions
Break/Fix troubleshooting and repair of client network connections and PC resource/utilization issues
Install maintain and upgrade workstation hardware software and operating systems
Install or upgrade software/hardware equipment
Assist and train users on a new hardware or software used Work with software vendors to diagnose and resolve issues
Assist with New Hire and Termination setup.
Act as Tier 2 escalation for the Helpdesk team
Requirements: 25 years of experience supporting users in an Active Directory environment Excellent Customer Service skills. Strong understanding of Microsoft Windows Operating systems Strong documentation and communication skills Proven track record of teamwork Excellent Written and Oral Communication Skills Required
Strong technical background in troubleshooting PC MAC and various other standard applications and OS.
Fortinet offers employees a variety of benefits including medical dental vision life and disability insurance 401(k) 11paid holidays vacation time and sick time as well as a comprehensive leave program.
Wage ranges are based on various factors including the labor market job type and job level. Earnings for this position are expected to be $68900 $76500 Exact salary offers will be determined by factors such as the candidates subject knowledge skill level qualifications experience and geographic location.
All roles are eligible to participate in the Fortinet equity program Bonus eligibility is reviewed at time of hire and annually at the Companys discretion
Required Experience:
Unclear Seniority
Employment Type
Full-Time
