Help Desk Technician

Manage Help Desk tickets in a timely and efficient manner

Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat

Provide customer assistance and communicate any pending or unresolved issues to direct report each day

Document all customer interactions in the ticketing system

Run diagnostics to resolve customer-reported issues

Escalate issues to the next Tier based on level of difficulty

Install, make changes, and repair computer hardware and software

Follow-up with customers to ensure issues are resolved

Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting

Submit EOD ticket performance reporting

Qualifications for Help Desk Technician

Microsoft Certified Systems Engineer designation, preferred

5+ years of experience working in a help desk environment

Microsoft O365, Azure AD, and Office experience are required

Windows 10 experience

Flexibility to work a variety of shifts with minimal notice

Ability to work well with others

Proficiency with MAC and IOS computers

Excellent oral communication skills

Detail-oriented and highly organized

Ability to diagnose and resolve basic computer technical issues

Preferred experience in the following:

SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watch Guard), PowerShell, Sys Admin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise.