About the position
Responsible for supporting users and guests with technical issues or questions relating to computer hardware and software. Available to our users via phone calls, emails, tickets, or teams chat. Assisting with the installation, configuration, troubleshooting, maintenance, and support of desktops, printers, and mobile devices per company standards.
Responsibilities
- Respond to help desk tickets, phone calls, and emails to provide timely and accurate technical assistance for hardware, software, and networking issues.
- Diagnose and resolve basic technical problems, software installations, and network connectivity issues.
- Record and maintain detailed logs of customer issues, steps taken to resolve them, and the outcome in the ticketing system.
- Monitor system performance and identify potential issues before they impact users.
- Work with senior IT team members to escalate complex problems and provide updates on status and progress.
- Assist in the setup, installation, and configuration of software, hardware, and peripheral devices.
- Provide guidance and instructions to users on best practices, common software tools, and how to avoid or mitigate future issues.
- Assist in updating and expanding the knowledge base with solutions, FAQs, and troubleshooting guides for common problems.
Requirements
- Associate degree or higher in Information Technology or related field is preferred.
- IT certifications like CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications are desirable.
- 3 years of IT experience is preferred but not required. Each year of experience may be substituted with equivalent course units.
- Proficiency with Microsoft Office Suite, Windows OS, and common software applications.
- Basic knowledge of networking protocols (TCP/IP, VPN, DNS, etc.).
- Familiarity with hardware components and troubleshooting.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
Nice-to-haves
- MSP Experience
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Tuition reimbursement
- Vision insurance
