Helpdesk Support Technician

2 months ago


Fairfield, United States Technical integration services Full time
Job DescriptionJob Description

We are seeking a Help Desk Technician (Tier 1) to join our team You will provide technical support and assistance by the phone, in person, or remotely for our clients. Great opportunities for advancement to Tier 2.

Job Type: Full-time


Job Description

  • The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position will also be exposed to more advanced systems and projects outside the normal end-user computers. The candidate must be ready to work in a fast-paced demanding environment.

Responsibilities:

  • Interact with customers via both telephone, e-mail, and Teams to provide and process information in response to inquiries.
  • Work in a timely manner
  • Gather customer’s information; determine the issue
  • Identify and escalate priority issues per Client specifications.
  • Process and record all tickets initiated by phone or by our ticketing software. Follow-up on resolution.
  • Evaluate documented resolutions and analyze patterns for ways to prevent future problems; alert management to emerging trends in incidents.
  • Assist in software releases and roll-outs and communication to the end-users.
  • Assist in hardware setup and roll-outs to our clients.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Create help documents for end-users

Qualifications:

  • At least 3 years of help desk experience and troubleshooting computer hardware, software, and network-related issues.
  • Knowledge of computer hardware, including CPUs, RAM, Hard Drives, etc.
  • Experience using remote software in order to connect with users and troubleshoot issues
  • Strong documentation skills
  • Experience with security permissions on file shares, printer shares on a print server, and mobile phones
  • Understanding of basics on how networks work, including IP addressing.
  • Experience with advanced systems and software such as Active Directory, Microsoft Office 365, Exchange, SharePoint, VMware, and Terminal Server
  • Ability to troubleshoot Cat6e Wiring a plus.

Education:

  • A+, Network+, and Microsoft OS certifications are a plus.

Benefits:

  • Health insurance
  • Paid time off

Schedule:

  • 8-hour shift
  • Looking to fill Day-shift - 9:30 AM to 6:30 PM - 1-hour lunch
  • Monday to Friday
  • On-Call Rotation during weeknights and weekends.

Work Location:

  • Fairfield NJ Office
  • Onsite work at Client locations across New Jersey, New York, Deleware and Pennsylvania.
  • Travel to other states for projects

 

 



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