Help Desk Technician

4 weeks ago


Houston, United States AMSYS Innovative Solutions Full time
Qualifications:
" 5+ years of experience working in a help desk environment
" Microsoft O365, Azure AD, and Office experience are required
" Windows 10 experience
" Flexibility to work a variety of shifts with minimal notice
" Ability to work well with others
" Proficiency with MAC and IOS computers
" Excellent oral communication skills
" Detail-oriented and highly organized
" Ability to diagnose and resolve basic computer technical issues
" SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watch Guard), PowerShell, Sys Admin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise

Job Duties/Responsibilities:
" Manage Help Desk tickets in a timely and efficient manner
" Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat
" Provide customer assistance and communicate any pending or unresolved issues to direct report each day
" Document all customer interactions in the ticketing system
" Run diagnostics to resolve customer-reported issues
" Escalate issues to the next Tier based on level of difficulty
" Install, make changes, and repair computer hardware and software
" Follow-up with customers to ensure issues are resolved
" Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
" Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
" Submit EOD ticket performance reporting
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