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Level 1 Help Desk Technician

3 months ago

Indianapolis, United States Netfor, Inc. Full time
Job DescriptionJob DescriptionPosition DescriptionSummarize the overall nature and scope of the position in a few sentences.  This position will provide first level technical support of hardware, applications, operating systems and networking, with a customer service approach. This role will focus on being the first responder for all service requests, ensuring they are resolved, routed or escalated. Provide clear communication to the ticket submitter on status and resolution of all service requests. This role will report to the Help Desk Manager.

  Essential Duties and ResponsibilitiesCreate a bulleted list of primary duties and responsibilities; list in order of importance
  • First responder for technical support service (phone and support tickets), ensuring requests are resolved, routed, or escalated for prompt resolution
  • Meet or exceed required Service Level Agreements for issue resolution
  • Strict adherence to all IT Policies and Procedures (including HIPAA and PCI Compliance and Hi Trust)
  • Maintains technical knowledge through self-study, and hands-on experience
  • Provides level 1 technical support for hardware, software and network problems
  • Provides Level 1 tech support for user accounts, password resets, permissions etc.
  • Maintaining a system or specific components of a system, establishing and managing user accounts, distribution lists, on boarding and off boarding tickets; coordination and escalation information security tickets; adhering to organizational security policies and procedures, for maintaining operational and technical information security controls.
  • 24x7 On call rotation for all service desk technicians – rotation depends on how many technicians are currently employed.
 EducationCheck highest level of education requiredHigh School Diploma/GEDXAssociate’s DegreeXBachelor’s DegreeMaster’s DegreePhDMD/DO ExperienceCreate a bulleted list of the type of experience both required and preferred; be specific and include years of experience, background, industry, etc.
  • Associate's Degree/Bachelor’s degree, or equivalent experience in IT or related field
 Knowledge, Skills and AbilitiesCreate a bulleted list of specific knowledge, skills and abilities both required and preferred to be successful in this position.
  • Good time management skills and ability to work under pressure
  • Ability to work independently and collaboratively
  • Excellent communication skills both verbal and written
  • Ability to make the distinction between level one and level two issues and escalate appropriately
  • Self-motivating and having the capability to learn new things on your own in support of your work
  • Excellent Customer Service Skills
 Computer skillsCreate a bulleted list of specific computer or technology skills needed for this position 
  • Working Knowledge of MS-Office products
  • Windows 10 OS experience
  • Mac OS - Preferred
  • Working knowledge of Microsoft Active Directory, Office365 administration, remote management tools - Preferred
  • Working knowledge of data and telephony networking protocols - Preferred


  Licenses/CertificationsCreate a bulleted list of specific licenses or certifications required or preferred for this position
  • CompTIA A + and or Network + - Preferred
Pay starting at $19.00 per hour 

 
 

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities.

Netfor, Inc. is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Netfor, Inc. participates in E-Verify.

Netfor, Inc. will not sponsor applicants for work visas.

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