Help Desk Technician Level 1

1 week ago


San Antonio, Texas, United States Alcala Consulting, Inc. Full time
Job Summary

Alcala Consulting, Inc. is seeking a highly skilled Help Desk Technician Level 1 to join our team. As a Help Desk Technician, you will play a critical role in ticket diagnostics and resolution, ensuring that tasks and issues are resolved per client requirements.

Key Responsibilities
  • Technical Role:
    • Close 15 tickets per day
    • Onboard and offboard client employees
    • Transfer files and settings from old laptops to new laptops
    • Wipe laptops that employees will purchase
    • Set up new laptops and desktops for clients
    • Troubleshoot application issues for clients
    • Perform password resets
    • Update distribution lists in Microsoft 365 and Google Workspace
    • Create shared mailboxes in Microsoft 365 and Google Workspace
    • Install applications for clients as needed
    • Install printer drivers
    • Troubleshoot printer and scanner issues
    • Troubleshoot internet connectivity issues
    • Provision phone extension as needed with VoIP providers
    • Update holiday greeting schedules in phone systems as needed
    • Help users with VPN connection issues
    • Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop
    • Allow websites through web filtering solutions
    • Allow applications through our application control solution
    • Troubleshoot backup jobs for desktop, laptops, and servers
    • Troubleshoot Windows and Mac OS updates
    • Document the resolution section of every ticket with proof of work
    • Develop scripts with our AI tools to automate repetitive tasks
Internal Role:
  • Contribute to the development and maintenance of a comprehensive knowledge base
  • Train new team members on tools usage, SOPs, and policies
  • Write one SOP per week
Security Role:
  • Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations
Requirements
  • 2+ years' experience in a help desk working for a managed IT services provider
  • 2+ years' experience in working with MSP tools
  • Strong attention to details and commitment to deliver accurate results
  • Effective English communication skills for client-facing tasks
  • US Citizenship
  • Valid driver's license
  • Reliable transportation
Benefits

· Paid Medical, Dental, Vision, and Life Insurance

· Paid Holidays

· Paid Time Off

· 401K Matching


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