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Help Desk Technician

2 months ago

Smyrna, United States Provisions Group Full time

Introduction: We are looking for a skilled Help Desk Technician who excels in onboarding new employees, managing endpoints, and providing Tier 2 technical support. This role requires a strong technical background, excellent communication skills, and the ability to work collaboratively in a fast-paced environment.

Responsibilities:

  1. Onboarding Support:
  • Coordinate and execute the onboarding process for new employees, ensuring smooth setup of workstations, accounts, and access permissions.
  • Provide orientation and technical training to new hires on company systems and IT policies.
  1. Endpoint Management:
  • Manage and maintain endpoints including desktops, laptops, mobile devices, and peripherals.
  • Install, configure, and update hardware and software as needed.
  • Monitor endpoint performance, troubleshoot issues, and ensure security compliance.
  1. Tier 2 Technical Support:
  • Serve as a point of escalation for complex technical issues that cannot be resolved at Tier 1.
  • Diagnose and resolve hardware, software, and network issues promptly and effectively.
  • Document and track technical issues to ensure timely resolution and maintain accurate records.
  1. User Support and Customer Service:
  • Provide excellent customer service and technical support to employees across all levels of the organization.
  • Respond to inquiries and requests in a professional and courteous manner.
  • Ensure high levels of customer satisfaction through timely and effective communication.

Requirements:

  • Proven experience as a Help Desk Technician or similar role with a focus on onboarding, endpoint management, and Tier 2 support.
  • Solid understanding of IT systems, network infrastructure, and endpoint security.
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Experience with endpoint management tools (e.g., SCCM, Jamf, Intune) and help desk software (e.g., ServiceNow, Zendesk).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to prioritize and manage multiple tasks in a dynamic environment.
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) preferred.