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Help Desk Technician I

3 months ago

Atlanta, United States 525 TECHNOLOGIES Full time
Job DescriptionJob DescriptionAbout the Role: 
525 Technologies is seeking a skilled and customer-focused IT Help Desk Support Technician to join our Information Technology team. The ideal candidate will have a solid IT background and preferably some low-voltage experience. The primary responsibility is to provide technical support to students, teachers, and staff by addressing and resolving their IT-related issues efficiently and effectively. This position requires excellent problem-solving skills, strong communication abilities, and the capacity to manage multiple tasks simultaneously.

Key Responsibilities:

  1. Ticket Management:

    • Handle inquiries and issues from students, teachers, and staff through the ticketing system.
    • Provide detailed documentation and resolution steps for each ticket.
    • Triage tickets to other technicians when necessary.
  2. Asset Management:

    • Track and manage inventory of IT assets, including devices and accessories.
    • Assist in the retrieval and tracking of lost or misplaced devices.
  3. SMART Board & A/V Troubleshooting:

    • Diagnose and resolve issues with SMART Boards and other audio/visual equipment.
    • Provide training and support for the use of A/V technology.
    • Chromebook repairs 
  4. Network Troubleshooting:

    • Identify and resolve network connectivity issues.
    • Collaborate with network administrators to ensure reliable network performance.
  5. Printer Troubleshooting:

    • Address and resolve printer-related issues, including setup, configuration, and maintenance.
    • Assist users with printer connectivity and functionality.
  6. Device Troubleshooting (Mac & Windows):

    • Provide support for both Mac and Windows operating systems.
    • Install updates, configure settings, and resolve software and hardware issues.
  7. End-User Training:

    • Conduct training sessions for end-users to enhance their understanding and use of IT systems and devices.
    • Develop training materials and documentation as needed.
  8. Collaboration and Communication:

    • Work closely with other IT team members to ensure seamless support and service delivery.
    • Maintain clear and effective communication with users to keep them informed of issue status and resolution steps.
Qualifications:

  • 1-2 years of experience in IT support or help desk role.
  • Proficiency in troubleshooting Mac and Windows operating systems.
  • Experience with network, printer, and A/V equipment troubleshooting.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Low voltage experience is a strong plus.
Skills and Abilities:

  • Excellent problem-solving skills with a proactive approach to issue resolution.
  • Strong organizational skills with the ability to manage multiple tasks simultaneously.
  • Ability to explain technical concepts to non-technical users.
  • Detail-oriented with a focus on delivering high-quality support.