IT Helpdesk Technician - IN OFFICE

HANCOCK CLAIMS CONSULTANTS: Why Hancock?

• We are a professional organization that offers competitive pay, an environment to broaden your knowledge and opportunities to cultivate partnerships in a diverse work force.
• We are looking for candidates who want to work for a growing company that needs employees who are driven to maximize their potential every day.

POSITION PURPOSE: The Helpdesk Technician is part of a fast-paced and growing team that supports internal and remote customers using an array of technical skills. The position supports different tools and technologies while making major impacts on a small and agile team.
The ideal candidate will have 3 years of prior end user technical support experience. Working knowledge of hardware diagnostics and repair (printers, desktops, laptops, handheld devices) is required. Solid networking understanding and troubleshooting ability. Strong communications, attention to details and customer service skills required. *** This is an IN OFFICE position ***
The Details...ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serve as the first point of contact for customers seeking technical assistance from phone, email or ticketing system submissions
• Manage incoming support calls, prioritize issues and accurately communicate information to the Technical Support Manager
• Perform remote troubleshooting through diagnostic techniques, customer interaction and general troubleshooting skills
• Clearly communicate with customers to assist them through incident resolution
• Escalate unresolved issues to the next level of support personnel when necessary
• Document incidents, problems and their resolutions in logs and ticketing system
• Assist with maintaining and creating new standard operations procedures and guidelines
• Troubleshoot Active Directory, Group Policy, TCP/IP, DHCP, DNS and other network connectivity issues
• Diagnose and resolve problems with desktops, notebooks, tablets and printers
• Assist Technical Support Manager with materials and delivery of Security Awareness Training
• Assist with physical security administration and configuration
• Responsible for the set-up, maintenance and troubleshooting of all computers for new employees
• Assist with maintaining the standard Windows OS build, patch level and applications
• Develop documentation, flowcharts, layouts, diagrams, charts, etc. for reference and audit requests
• Other duties as assigned

QUALIFICATIONS:
Proven experience in a technical support role (3 years)

• Tech savvy with working knowledge of office automation products, remote control applications and basic cloud services
• Hardware support for PCs, mobile devices, multi-functional units
• Strong Verbal Communication both on the phone and in person. Must be able to follow service desk scripts and be able to control the conversation and provide high level of professional customer service
• Mobile Device Management and mobile application deployment
• Sophos end-point protection troubleshooting & maintenance
• Network Server Administration: Microsoft Windows Server 2012 (Active Directory/Group Policy management)
• Windows Server 2008, 2012, 2016
• Office 365 Administration (User account setups, changes, modifications, permissions, SharePoint assistance)
• Experience with Windows 10 and Office 2016, O365 applications
• Knowledge of network infrastructure, IP addressing, DHCP, DNS, etc.
• Anti-virus knowledge & support
• Cabling and troubleshooting Desktop PC hardware and software
• Working knowledge of an IT Service Management Suite
• VoIP phone experience
• Perform Physical IT maintenance and installation tasks as needed. This means being able to lift heavy objects and be able to work from a ladder at times.
• BSc/BA in IT, Computer Science or relevant field

WORK SCHEDULE:

• Full Time, 40 hours a week.
• Schedule may change according to business operational needs.

BENEFITS:

• Health Insurance
• Matching 401(k) Plan
• Paid Time Off
• Holiday Pay
• On-site gym facility and personal trainer at no cost
• and more

*** Work Location: Alpharetta. This is an IN-OFFICE position. ***
*** We are an E-Verify Employer ***

Job Type: Full-time

Pay: $50,000.00 per year

Ability to commute/relocate:

• Alpharetta, GA 30005: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position is ON-SITE at our office located in Alpharetta, GA. Are you okay with an On-site position?

Experience:

• End User Tech Support: 3 years (Required)
• Office 365 Administration (User account setups, changes, modifications, permissions, SharePoint assistance): 2 years (Required)
• Experience with Windows 7, 8, 10 and Office 2016, O365 applications: 2 years (Required)

Salary : $50,000 - $0