We are looking for a customer-focused help desk individual to join our expanding team. The IT Help Desk Administrator is the central point of contact for all IT related incidents and service requests. The role is responsible for maintaining computing and printing environments by providing onsite and remote hardware and software system support. The IT Help Desk Administrator is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.

 

Why Choose EZLynx:

·         Competitive benefits package to include medical (three options to choose from and two options are free for employee and family), dental, vision, short and long-term disability, 401(k) matching, tuition reimbursement, profit sharing, and bonus

·         Wellness benefits to include catered lunches

·         Casual working environment

·         Great culture with low employee turnover

·         Employee recognition and rewards

·         Collaborative team looking for the best-motivated individuals to join our team

 

In This Role You’ll:

• Provide monitoring and support for all Information Technology and security products and services. Support may include answering questions, troubleshooting problems, sharing event correlation data with customers regarding software or hardware functionality, and communicating escalation policies
• Determine the most effective manner to resolve customer's technical issues. Engage in research and in-depth troubleshooting to resolve technical issues, consulting other teammates when necessary
• Elevate complex and/or high priority problems to the appropriate support groups for resolution
• Develop and maintain technical documentation/training protocol on Knowledgebase; conduct special user training as required
• Help update and maintain data in IT asset management software
• Provide Tier 1 desktop technical support and guidance to end-users, including but not limited to:
• Triage support tickets submitted via the Help Desk Ticket System
• Software installation and application support
• Set up, configure and migrate users to new PCs
• Troubleshooting printer issues and resolving difficulties
• Perform PC hardware and software upgrades when necessary
• Record customer and problem information in the ticket system. Update tickets with appropriate journal entries of activities through completion of the job

 

Here’s What You Bring:

• Bachelor’s degree in Computer Science, or a related technical field
• 2 years of relevant experience in hardware, software, network troubleshooting, operating system functionality is extremely beneficial
• Familiar with industry-standard technologies and terminology, such as virtualization, network, endpoint security, DHCP, DNS, LAN, WAN, VOIP, Active Directory, GPO, VPN, IP addressing, etc.
• Ability to work with a sense of urgency yet with a positive attitude, projecting confidence while working with customers
• Proficient in oral and written communication, listening, and interpersonal skills
• Excellent knowledge of Microsoft Office Suite and Microsoft System Center experience preferred