Helpdesk Technician

Job DescriptionJob DescriptionBenefits:

• 401(k)
• Health insurance
• Paid time off
• Training & development

The Tier 1 Helpdesk Technician role is the perfect entry-level technical position for someone with a passion for customer service, an astute problem solver, has an innate ability to navigate a wide range of technical issues, and is a quick learner. The ideal person will thrive in a fast-pasted and dynamic environment, loves talking with people, and enjoy working in a team environment. If being a member of the service desk team at a small local office, focused on helping small to mid-sized businesses perform better, grow faster, and achieve more by leveraging technology sounds appealing to you, wed love to hear from you

As a Tier 1 Service Desk Technician your responsibilities include:
Be the first point of contact for customers by phone, email, or automated alerts from our remote monitoring and management tool.
Provide initial triage work on customer issues: clearly define the problem, identify its seriousness, and determine the appropriate response.
Handle customer issues, keeping the customer up to date with progress and answering any questions they may have.
Configure and install new workstations.
Perform network infrastructure troubleshooting.
Repair, install, manage and support servers, personal computer hardware, and peripherals.
Monitor and maintain network systems and troubleshoot problems that arise in client networks.
Follow the Tier 1 process and documentation requirements for all tickets processed.
Serve as an internal Customer Advocate for the specific clients assigned to you.

Skills, Knowledge, and Experience:
Exceptional customer service and communication skills. Has the ability to articulate technical issues to non-technical people.
Strong written communication skills in documentation and communicating with customers through multiple platforms.
Experience following process and familiarity with using CRM systems.
A college degree in computer science or a related field preferred.
You must have a good driving record as you may be asked to drive either your own vehicle or a company car on service calls.
At least one years experience (or equivalent education) in the following areas:

• Windows PCs:
• Install and manage Windows operating systems in both Workgroup and Domain environments.
• Set up new PCs and migrate applications/data from old PC to new PC
• Working knowledge of common Windows applications (Office 365, Adobe apps, etc.)
• Troubleshoot and repair common hardware problems to the subassembly level (power supply failure, hard drive failure, video graphics card failures, etc.)
• Windows Servers
• Implement and manage Active Directory and DNS services
• Setup and manage network security and file/folder security
• Manage certificates in Certificate Authority
• Manage print servers
• Exchange Servers
• Configure mail security, e.g. sender policy, recipient filtering, block lists
• Backup/restore mailboxes and public folders
• Database and PST management
• Outlook Web Access
• Other Required Skills
• Virus removal
• Spam counter-attack strategies
• Manage and troubleshoot Local Area Networks

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