We are looking for a dedicated and tech-savvy Help Desk Technician to join our IT support team. The ideal candidate should have a strong foundation in supporting both Windows and MacOS operating systems, experience with SaaS applications (especially Google Workspace, Slack and Zoom), and proficiency in hardware troubleshooting, including printers and conferencing technologies. The Help Desk Technician will provide first-line support to end users, resolve technical issues, and assist in user provisioning and account management. This role also involves handling IT equipment shipments and requires the ability to lift up to 45 lbs.
Key Responsibilities:
● Technical Support: Provide efficient and effective first-line support for Windows and MacOS, addressing software, hardware, and network issues reported by end users.
● SaaS Applications: Troubleshoot and support our SaaS application portfolio, including Google Workspace and Slack, ensuring smooth operation and user assistance.
● Hardware Troubleshooting: Diagnose and resolve issues with hardware such as printers, computers, peripherals, and conferencing technologies to maintain operational efficiency.
● User Provisioning: Assist with user account creation, modification, and deactivation across various systems, ensuring proper access and permissions. This includes preparing IT equipment, coordinating shipments, and collecting equipment from deactivated employees.
● Ticket Management: Log, track, and manage support requests using Jira Service Management, ensuring timely and effective resolution of issues.
● Inventory Management: Maintain accurate records of IT assets, ensuring hardware is tracked and managed effectively.
● Customer Service: Provide excellent customer service, responding to user inquiries and issues with professionalism and clarity.
● Documentation: Maintain detailed and accurate documentation of support activities, including troubleshooting steps and resolutions, to aid in knowledge sharing and process improvement.
● Collaboration: Work closely with other IT team members to escalate complex issues and contribute to team goals and projects.
● On-Call Hours: Participate in an on-call rotation to provide after-hours support when necessary, ensuring uninterrupted IT services and timely resolution of critical issues outside of regular business hours.
Qualifications:
● Experience: Minimum of 3 years in an IT support role or related field.
● Technical Skills:
- Proficiency in troubleshooting and supporting Google Workspace, Microsoft 365/Office applications, Zoom, Slack, and other SaaS applications.
- Experience with hardware support, including printers and conferencing equipment.
- Hands-on experience supporting both MacOS and Windows endpoints.
- Familiarity with Mobile Device Management (MDM) tools, especially Microsoft InTune, and BYOD programs.
● User Provisioning: Familiarity with user account management and provisioning processes, including preparing IT equipment, coordinating shipments, and collecting equipment from deactivated employees.
● Problem-Solving: Strong problem-solving skills with a methodical approach to diagnosing and resolving technical issues.
● Communication Skills: Excellent verbal and written communication skills, with the
ability to explain technical concepts in an easy-to-understand manner for non-technical users.
● Customer Service: Demonstrated ability to provide outstanding customer service and support in a fast-paced environment.
● Team Player: Ability to work effectively both independently and as part of a team, with a collaborative and positive attitude.
● Travel: No more than 25% locally and no more than 10% nationally.
Education:
● Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Certifications:
● Relevant certifications such as CompTIA A+, Network+, and Security+ are beneficial.