Help Desk Support Technician

Full Job Description

Help Desk Technicians work with a wide variety of modern technologies.

Provide remote technical installation, troubleshooting and support services. Configure and troubleshoot computers and networking equipment including PCs, switches, wireless access points, etc. Configure and troubleshoot Windows clients. Provide excellent client service.

This is a front line position and success is dependent on the ability and desire to learn and deliver high quality technology support. A professional attitude and providing outstanding client service are critical.

Hours, Monday through Friday, 8am to 5pm, scheduled 24x7 on-call shifts, occasional afterhours assignments. This is work from home / telecommute opportunity 

Job Responsibilities

• Answer technical support phone calls, open support tickets and address client requests

• Maintain positive client communications

• Troubleshoot hardware and peripheral components such as monitors, keyboards, printers, disk drives, network servers, routers, and firewalls • Diagnose basic IT and computer systems issues; hardware, software, networking, server, VPN and operator problems

• Meeting client service SLA goals for service ticket processing

• Provide detailed status updates, and completion information to clients using professional services application on client service requests

• Troubleshoot & research business application, PC, server and network hardware errors

• Provide technical support both via phone

• Install, remove, test and configure operating systems, software and hardware

• Provide user assistance as needed on operating systems, software and hardware usage and procedures

• Provide on-call emergency services after business hours, holiday and weekends as during on-call shifts

• Compile and maintain detailed documentation 

Job Requirements

• Excellent communication skills

• Microsoft Entra ID (Azure Active Directory) administration

• Basic TCP/IP network troubleshooting

• Windows networking (workgroups and domain)

• Windows 10 and 11

• MS Office and Microsoft 365 app installation and troubleshooting

• Microsoft 365 administration

• Network equipment troubleshooting

• Anti-virus and anti-malware software

• Anti-spam software

• VPN remote access configuration & troubleshooting

• Network printer troubleshooting

• Active Directory user management 

• Fluent spoken and written English

• Ability to work in a disciplined, focused manner when working outside of an office environment

• Exceptional customer service skills

• Attention to details

• High self-organization skills

Skills Required

• Customer Support - Intermediate
• Technology - Intermediate

Attachments

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