IT Helpdesk Technician Level 2

3 months ago

Rancho Cucamonga, United States Syntech Group Full time
Job DescriptionJob Description

The Help Desk Technician will provide excellent customer service by supporting a wide range of technical and network solutions. Serving as a point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

This is an excellent opportunity that provides plenty of growth potential with fantastic on-the-job learning and mentorship.

  • Highly driven individual who is willing to take on tasks of all levels of difficulty

  • A point of contact for customers via telephone, email or remote session to provide technical support of hardware, systems, sub-systems and/or applications.

  • Assists with navigating around application menus, may be required to remote into customer's computer.

  • Troubleshoot network connectivity issues, working with remote employees on a corporate network.

  • Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.

  • Strong organizational skills and the ability to multi-task.

  • Ability to organize and prioritize needs and requests

  • Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.

  • Escalates complex problems in a timely manner to the next level of support when appropriate.

Qualifications

  • Minimum of three years of experience in a Help Desk environment supporting computer software and hardware, preferably in an MSP

  • Associate degree in a computer-related field of study or equivalent experience.

  • Must possess or currently working towards CompTIA A+

  • Knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.

  • Understanding of Active Directory to unlock and reset passwords.

  • Proficient with O365 licensing and management

  • Proficient with troubleshooting all Windows Operating systems.

  • Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook),

  • Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast paced environment.

  • Ability to communicate clearly and professionally, both verbally and in writing.

  • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.

  • Positive and Professional demeanor

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