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Technical Support Systems Expert
2 months ago
IT Helpdesk Technician & Systems Analyst
Location: Remote
SALARY: $60-80k
Comprehensive benefits package including medical, dental, vision, HSA with company match, 401(k) with up to 4% company match, paid holidays, paid time off (PTO), life insurance, and annual performance-based bonuses.
POSITION OVERVIEW
The Helpdesk role is primarily tasked with diagnosing and resolving software and hardware issues for users, while ensuring that all necessary software and equipment are effectively deployed for staff use. You will be responsible for maintaining, analyzing, troubleshooting, and resolving computer application issues and communication solutions. A passion for working in a dynamic company with innovative products and a vibrant culture is essential.
KEY RESPONSIBILITIES
1. Responds to, assesses, and prioritizes incoming requests via telephone, email, and in-person from users facing challenges with hardware, software, networking, and other technology-related issues.
2. Records and monitors requests using a problem management database, maintaining historical records and related documentation.
3. Installs, troubleshoots, maintains, and tracks personal computers, software, and peripheral devices.
Job Duties:
- Evaluate the functionality and efficiency of technological equipment and software.
- Develop and implement IT policies and systems to support strategies set by management.
- Oversee all technology operations (e.g., network security) and assess them against established objectives.
- Provide recommendations for addressing technology deficiencies.
- Procure efficient and cost-effective technological equipment and software.
- Ensure the maintenance and security of all IT systems.
- Supervise information backup procedures and enforce robust disaster recovery practices, including contingency planning.
- Foster relationships with vendors and negotiate cost-effective contracts.
- Encourage and ensure widespread user adoption of technology through regular training and appropriate documentation.
QUALIFICATIONS
- Associate's or Bachelor's degree in a Computer-related field with a minimum of three (3) years of experience in a similar role.
- Strong communication skills to interact effectively with both technical and non-technical audiences.
- Experience in supporting cloud-based software (particularly Office365 and Salesforce).
- Exceptional organizational skills with a proven ability to be self-motivated.
- Experience in a small, growing company is advantageous.
- Familiarity with the EOS/Traction system is a plus.
