IT Help Desk Technician

4 days ago


Dayton, United States EAGLE Certification Group Full time
Job DescriptionJob Description

EAGLE is seeking a qualified IT Help Desk Technician to provide superior customer service and is committed to the successful operation of our information technology systems. This position is responsible for assisting with questions and problems concerning computer systems, hardware, and software. The technician will work with staff remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

At EAGLE Certification Group we are more than a company that specializes auditing services. We embrace a customer-focused culture with an emphasis on quality and teamwork. EAGLE, a certified woman-owned business is founded on the initiative, professionalism and tenacity of our people. Every individual at EAGLE has a voice that is heard, intelligence that is utilized, skills that are enabled and personal ambitions that are encouraged. These traits contribute positively to our business performance. EAGLE empowers people to work collaboratively, creating a synergy where combined outputs are greater than the sum of individual efforts. Our founding principles of Service, Integrity and Value are not just words in our tagline; these values are aspirational in that they provide guidance to each and every one at EAGLE in our day-to-day approach to our shared profession, to the public and to each other. We call this approach, "The EAGLE Way".

Responsibilities include:

Serve as the first point of contact through the management of help desk tickets by identifying, diagnosing, and resolving problems.

Provide quick and effective assistance with information technology systems

Guide staff through systems configuration, troubleshooting, and maintenance

Listen attentively to questions and concerns and offer optimal solutions

Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel

Respond to tech inquiries via email, through online chats, over the phone, or in person

Setup and deploy new machines as needed

Support the onboarding of new employees and contractors

Create and maintain recurring organizational reports

Essential Skills and Qualifications:

Associate degree in Information Systems or related field preferred

Ability to learn and master documented auditor competency requirements

Excellent problem-solving and analytical skills

Comprehensive knowledge of computer systems and experience troubleshooting hardware and software

The ability to break down technological processes and deliver clear, step-by-step instructions

Patient, friendly demeanor with a great aptitude for listening

Strong verbal and written communication skills

Eagerness to learn new technologies and systems

Experience working as an IT help desk technician or in a similar customer support role

Familiarity with the following is required:

  • Windows 10/11 operating systems, server 2019 operating systems, Microsoft Office Suite and account administration, remote assistance tools (TeamViewer, ScreenConnect, etc), file access and sharing rights, basic understanding of Active Directory, and Zoom

Familiarity with the following is preferred, but not required:

  • SQL Server Management Studio (SSMS), learning management systems, such as Cornerstone, Single Sign-On Technologies, and mail spam filtering tools.
  • Able to accurately and consistently receive, manage and document processes and procedures and Help Desk support calls from end users, utilizing Help Desk program and processes.

EAGLE cares for the health and welfare of each employee by creating a healthy work-life balance for our people. EAGLE supports the roles that each person plays within their own family and community, and strives to achieve a meaningful balance between work, family, community, and self.

Benefits Include:

Competitive pay ($21-$22 per an hour)

Medical, Dental, and Vision Plans

401k plan with a company annual contribution

PTO, Bereavement leave, Volunteer time off, and 10 paid holidays

Cell Phone Reimbursement

Staff enjoy the following perks:

Training, Development, and Growth Opportunities

Flexible Business casual/casual work environment

Staff Appreciation Events


EAGLE is an equal opportunity employer. It is our policy to select, place, train and promote the best-qualified individuals based upon relevant factors such as work quality, attitude and experience, to provide equal employment opportunity for all. EAGLE ensures equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. This equal employment opportunity applies to all EAGLE activities, including, but not limited to, recruiting, hiring, training, transfers, promotions and benefits.



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