Helpdesk Technician Level 3

4 months ago

Ocoee, United States i-Tech Support, Inc. Full time
Job DescriptionJob Description

Job Title: Helpdesk Technician

Business Unit: Managed Services
Reports to: Director of Operations
FLSA Status: Non-Exempt

Summary

The Helpdesk Technician position plays a key technical role on the Managed Services team at i-Tech. This position is primarily responsible for supporting all aspects of our client's technology. They are the front line for our managed services clients.

Additionally, providing professional phone and email support as well as amazing customer service and follow through to our customers. With a strong CAN-DO attitude. They will work closely with many team members at i-Tech including the Director of Operations, Professional Services Team, Sales Team, and at times directly with the i-Tech President.

Roles and Responsibilities

·       Provide technical support to clients for desktops, laptops, servers and network infrastructure including software & hardware

·       Resolve system issues and escalate as needed to higher-level engineers per the established Service Level Agreements

·       Maintain passwords, data integrity, and system security for the desktop/server environment

·       Open service requests in the ticketing system and update/track them to resolution or assign them to other engineers as needed

·       Maintain superior customer satisfaction scores

·       Install, configure, and troubleshoot computers, software, printers and other peripherals

·       Perform preventative maintenance, testing, and repair of computer hardware

·       Evaluate system configurations and software to ensure effective use of hardware resources

·       Plan, organize, and prioritize outstanding issues

·       Assist in researching, developing and deploying appropriate Information Technology solutions

·       Recommend modifications of IT systems in order to improve and simplify business systems and reduce operating cost

·       Establish and develop procedures for proper utilization of IT technology

 

Qualifications and Skills

·       IT-related Associates or Bachelors degree and/or 1 – 2 years experience with Microsoft-based IT systems

·       Providing phone/remote/on-site technical support in a corporate environment with 50+ end users a plus

·       Working knowledge of PC/Server hardware and software installation, configuration, troubleshooting, and repair

·       Working knowledge of Microsoft operating systems (PC and Server)

·       Working knowledge of Office 365 platform and Azure.

·       Working experience with ConnectWise Manage as well as Automate is a plus

·       Experience with Visio a plus

·       Understand how applications and technologies impact the business

·       A+, Network+, Microsoft and/or Cisco Certifications preferred

 

Communication and Reasoning Skills

·       Must be able to communicate professionally to clients and management both verbally and in writing

·       Must be willing to work in a strong team environment

·       Must be able to work independently and complete work within specified deadlines

·       Excellent problem solving, debugging and troubleshooting skills

·       Strong analysis and organizational skills are imperative with demonstrated capability for problem determination and resolution

·       Must be able to effectively handle multiple projects simultaneously and properly prioritize client issues and needs

·       Professionalism, attention to detail and a positive, customer-focused attitude are imperative

·       Strong aptitude and the ability to pick up new technologies quickly, adapting to the changing market

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is constantly required to sit and use hands to type and operate computer and mouse. The employee is frequently required to talk, hear, bend and twist neck. The employee may be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision. The employee is required to have a valid driver’s license and be capable of driving long distances. Employee may be required to use their personal vehicle for business purposes.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee will spend most of their time in a typical office environment. The noise level in the work environment is usually moderate, but can occasionally be loud. The employee will be exposed to other work environments as needed based on project work at client sites. On occasion, the employee may be required to travel outside the typical i-Tech service area.

 

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