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Technical Support Systems Expert
2 months ago
IT Helpdesk Technician & Systems Analyst
SALARY: $60-80k
Comprehensive benefits package includes 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 bonus.
POSITION OVERVIEW
The Helpdesk role is primarily focused on diagnosing and resolving software and hardware issues faced by computer users, as well as ensuring that appropriate software and equipment are available for all personnel. You will be responsible for maintaining, analyzing, troubleshooting, and effectively resolving computer application challenges and communication solutions. A desire to thrive 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, voicemail, email, and in-person from users encountering difficulties with hardware, software, networking, and other computer-related technologies.
2. Records and monitors calls 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 utilization of technological equipment and software to ensure optimal functionality and efficiency.
- Develop and implement IT policies and systems to support strategies established by the Leadership Team.
- Oversee all technology operations (e.g., network security) and assess them against set objectives.
- Provide recommendations for addressing technology shortcomings.
- Procure efficient and cost-effective technological equipment and software.
- Ensure the maintenance and security of all IT systems.
- Supervise information backup procedures and promote robust disaster recovery practices, including contingency planning.
- Assist in fostering relationships with vendors and creating cost-effective contracts.
- Encourage and ensure widespread user adoption of technology, including regular training and proper documentation.
QUALIFICATIONS
- Associate's or Bachelor's degree in a Computer-related field with three (3) years or more of experience in a similar role.
- Ability to communicate effectively and patiently with both technical and non-technical audiences.
- Experience supporting cloud software (specifically 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.
