Helpdesk Technicians work directly with our clients, as well as other system engineers, to provide support on various support tickets to provide installation and support service for multiple customer networks. Primarily in-house support and responsible for working tickets of varying degree of difficulty on our service desk.

Reports to Service Manager

Primary Responsibilities:

• Recurring Server/Network Maintenance
• Basic Active Directory Support (New/Term Users, Password Resets)
• Basic MFA Support (New Setups, New Devices, Unlock Users)
• Basic Hardware – Support and troubleshooting including identifying, using and connecting hardware components and devices as well as setup and install common peripheral devices
• Basic Windows Operating Systems – Install and support Windows OS including command line and client support
  • Desktop Support (Windows 10 and 11)
  • Server Support (Windows Server 2008, 2012, 2016, 2019, 2022)
• Basic Software Troubleshooting – Troubleshoot PC and mobile device issues
• Basic Support of MS Office and Office 365 suite
• Basic Support of Spam Filtering
• Basic Networking – Support and troubleshooting of networks and connections including TCP/IP, DNS, DHCP, HTTP, SSL, Wi-Fi, VPN, and network equipment (NAS devices, switches, firewalls, network printers)
• Basic Infrastructure support – Troubleshoot cabling, device and storage technologies
• Basic Security – Identify and protect against security vulnerabilities for devices and their network connections, troubleshooting of Duo MFA/SSO tickets assisting with user lockouts & install/setup
• Basic Anti-Virus Support and Remediation
• Basic Mobile device support – Install and configure laptops and other mobile devices
• Support and provide basic understanding of Mac OS, Linux, and mobile OS
• Basic Server and network maintenance for varied network environments
• Ability to escalate to higher level support, as required
• After-hours Primary/Secondary support every few months
• Create/Update proper documentation, diagrams and other detailed instructions
• Dispatch Support (Answering Phones, Creating and Assignment of Tickets)

Preferred Qualifications and Skills:

• 1+ years of technical support experience
• Able to work on support tickets independently and update status accurately
• Ability to manage priority of support requests in a fast paced, fast-growing environment
• Able to learn and adapt quickly
• Excellent communication skills – verbal and written
• Ability to explain complex IT concepts in simple terms
• Technical certifications (CompTIA A+ and Network+ preferred)

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 2 years (Preferred)
• IT support: 1 year (Preferred)

License/Certification:

• CompTIA A+ (Preferred)
• CompTIA Network+ (Preferred)