What are the responsibilities and job description for the Help Desk Technician position at HB Global LLC?
Introduction
The Help Desk Technician Level 1 is responsible for supporting employees with professional and efficient technical support. To be successful in this role, the Help Desk Technician Level 1 will have a strong customer service mindset and will demonstrate an educational and hands-on approach while assisting employees.
To be successful you must also be:
- A team player that will demonstrate a high level of grit to overcome challenges
- Diligent, detail-oriented, and organized in all aspects of troubleshooting and documentation
- Skilled in time, priority, and task management
- Able to analyze and troubleshoot complex technical problems independently and remotely
Essential Duties and Responsibilities
- Provide first level support and resolve issues with computer hardware, software, network and mobile devices
- Follow and promote established SLA by responding quickly and effectively to requests for support received by ticket, phone, e-mail, or text to a growing user base
- Assist with onboarding new users, setup and deployment of new computers, mobile devices, and peripherals
- Provision accounts and support change requests in Active Directory, Office 365 Admin Center, and Microsoft Azure
- Document daily processes, procedures and technical issues
- Work with limited supervision and prioritize tasks
- Escalate significant issues found with the IT infrastructure to other team members and assist on providing a solution
- Other duties as assigned
Job Requirements
- High School Diploma
- 2 years of experience within Information Technology
- 2 years in an IT Help Desk position
- Proactive, strong problem solving and analytical skills
- Possess excellent written and verbal communication skills, interpersonal skills to interact with end users and team members
- Strong background in Active Directory, Group Policy, Microsoft Windows operating systems, Microsoft 365 Applications
- Basic understanding of TCP/IP networking, computer hardware and peripherals
- Experience with Android and iOS based cell phones and tablets
- Ability to adhere to defined processes and procedures and suggest improvements
- Experience working with and configuring help desk ticketing systems
- Ability to balance multiple time-sensitive priorities and meet deadlines in a fast-paced, quickly changing environment
Preferred qualifications include:
- 2-year technical degree or higher preferred or equivalent work and education related experience
- ITIL v4 Foundation certification or equivalent experience
- CompTIA A certification or equivalent experience
- Basic understanding of Microsoft SharePoint, NextCloud, Meraki Systems Manager
This is a Full-Time position with benefits. Days and hours of work are Monday through Friday, 7:00 a.m. to 4:00 p.m. Hours of work may vary according to business needs. Occasional travel may be required.
