Sr IT Help Desk Technician

4 months ago

Fort Wayne, United States AllStar Technologies LLC Full time

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Vision insurance

ABOUT THIS POSITION

Allstar Technologies seeks an experienced IT professional who loves delighting people and tackling complex problems. You’re passionate about helping others, skilled at troubleshooting with ease, thrive when problem solving, and committed to growth. A goal-oriented, fast-paced environment is your ideal setting, and you bring a solid technical foundation with a curiosity for technology.

Playing an essential role in service delivery for our clients, you’ll respond to “break/fix” tickets escalated from Tier 1. You’ll provide essential routine systems maintenance and assist with onboarding customers on to Allstar’s IT managed services. Through these activities, you’ll build relationships with customer staff and become intimately familiar with their environment.

This position is supported by our experienced and diverse group of engineers. From day one you’ll be assigned a team, as well as a mentor.

WHAT YOU WILL BE DOING

Handle escalated service requests in a professional and timely manner. This relates to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.

Advanced technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.

Advanced remote access solution support: VPN, Terminal Services, and Citrix.

Assist your assigned team with customer onboarding projects. This includes data-gathering as well as hardware provisioning and installation.

Routine systems maintenance for clients enrolled in Allstar’s ITMS services.

Enter work as service tickets in ticketing system as it occurs, including entering all time and expenses.

Improve customer service, perception, and satisfaction.

System documentation maintenance and review in ticketing system.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

QUALITIES YOU SHOULD HAVE

Strong interpersonal skills: enjoy relating with staff & clients

Strong written and verbal communication

A nimbleness and flexibility in your approach to work; a willingness to adapt

Solid troubleshooting and decision-making skills

Committed professionalism: showing up on time, working hard, and no office politics

Deal maturely with the pressures of the job and take ownership over your own work

Enjoy working as a team towards a common goal

Desire for career and personal growth

Ability to flourish in a fast-paced environment.

Excellent technical aptitude, with an ability to learn quickly

Good sound judgement, confidence, and technical common sense

Comfortable providing both remote and onsite support as necessary

Typing skills to ensure quick and accurate entry of service request details

TECHNICAL QUALIFICATIONS & SKILLS REQUIRED

3+ years of experience in the IT field - must have direct hands-on IT experience

Some formal education or professional training preferred but not required with experience - associates, bachelors, and/or industry standard certifications

Advanced understanding of operating systems, business applications, printing systems, and network systems

Experience with multiple environments preferred (i.e., more than one network)

BENEFITS

Competitive salary based on experience and qualifications

Health, vision, and dental benefits included

Full on the job training & support

Fun working environment and culture

Great opportunity for advancement

About Allstar

Allstar believes in investing in our employees. We prioritize professional and personal growth while providing every employee with an opportunity for advancement.

Our culture is the centerpiece of business decisions. We take pride in fostering a professional and exciting environment.

There are no outside ownership or investors. We control our future and can build in full alignment with our values.

We are engaged in a rapidly evolving industry and Allstar is committed to continued growth.

Our goal is to scale in ways that improve quality for our team and clients – pioneering approaches that let us achieve scale while furthering our mission, culture, and quality to clients.

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