Experienced IT Help Desk Technician

Tier 1 Help Desk Technician

LOCAL APPLICANTS ONLY!

We are looking for competent Tier 1 Help Desk Technicians to add to our existing team, providing excellent technical support to our customers. You will be responsible for being the first line of support on technical issues and be able provide solutions to resolve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution to the end user. We are looking for candidates who are both technically capable, highly customer oriented, and can integrate with a well-established team environment.

An ideal candidate will have both the skills and patience to deal with difficult customers and diffuse a bad situation if need be. The goal of the company is to create added value for our clients and support them as they grow in business.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting using remote monitoring and management tools
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Requirements:

• Proven experience as a help desk technician or other customer support role
• Working knowledge of Office 365 products, Windows 7, Windows 10, and Mac OSx
• Good understanding of computer hardware
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• A Certification

Nice to Have:

• Basic Server Knowledge Windows 2008R2, 2012R2 and up
• Basic Understanding of Hyper-V and/or VMware ESXi
• Basic Linux Knowledge
• Additional Certifications

We offer both vacation and personal time off, as well as paid holidays.

Job Types: Full-time, Contract, Permanent

Pay: $16.00 - $18.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Experience level:

• 2 years
• 3 years

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Windows: 1 year (Required)
• Active Directory: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person