Help Desk Technician

Job Description

Essential Functions: Follow technical documentation to ensure complete, accurate, and efficient technical resolutions

1. Triage incoming requests via phone, email, and monitoring alerts with an objective of getting End Users back to work As Soon As Possible. Clarify pertinent information including level of urgency, due date, impacted users / devices, etc.

2. Create, confirm, and update documentation concerning all customer information

3. Follow-up with customers to ensure 100% satisfaction with all work completed

Additional Functions:

Maintain and troubleshoot Managed Services offerings, which may include, but not limited to, the following technologies: Antivirus, off site backup, disk imaging backup, Disaster Recovery, Internet filtering, Windows Updates, 3rd Party Patch Management, Mobile Device Management

Support Professional Services with hardware prep work

Field technician assistance as needed

Experience/Skills Required:

2+ years for remote technical experience

A+ and Microsoft Certifications

Proficient in supporting desktop applications and users in a networked business environment

Able to work in a fast-paced environment

Strong verbal communication skills

Positive and enthusiastic self-starter and team player

Comfortable with continuous desk work and supporting users remotely using the phone and RMM tools

Experienced with Ticket Systems / PSA Solutions

Strong understanding of technology

Strong problem solving and decision-making skills

Efficient Typing at 35+ Words Per Minute

This description does not entirely list other possible duties that may be required in this positionCompany Description

CHIPS is the AppGuard Commercial Distributor for the Americas. Our mission is to empower Partners and Customers in eliminating the looming threat of Ransomware and other sophisticated cyber-attacks.

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