Help Desk Technician

Prime Secured is hiring! 

Help Desk Technician

Prime Communications is a national provider of security, mobility and infrastructure solutions.  We offer a unique life cycle approach to engagements that ensures you always have access to the right combination of engineering, consultation and innovation.

At Prime Communications, we believe the work you do should be as empowering as the mobility, security and infrastructure solutions we design, engineer, implement and support.

So, we have worked to create the corporate culture that makes you glad you came to Prime, including a team atmosphere that encourages innovation and collaboration, opportunities for autonomy and critical thinking, ongoing personal growth and professional development and a chance to work with some of the best clients in the world.

Summary 

The Help Desk Technician will be responsible for providing support of hardware, software, and operating systems for PC and Apple-based computer products to our clients and internal staff.   Qualified systems technicians will have a background in IT or the desire to pursue an IT related career.   

Major Roles and Responsibilities 

• Handle all incoming IT Support calls, emails, and tickets; triage issues as they arrive and route issues to relevant departments 
• Manage IT Support ticket system and assist IT Support to meet Service Level Agreement goals 
• Creates a positive end-to-end customer experience. 
• Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues.  
• Adheres to departmental standards, policies, and procedures. Maintains and protects confidentiality. 
• Uses network and system software tools to pinpoint the nature and source of user problems. 
• Professionally communicates hardware, software, and network malfunctions to the appropriate personnel and maintains an ongoing database of service provided and system, network, and computer malfunctions. 
• Provides timely support via telephone or remote software.  
• Other duties as assigned   

Qualifications and Education Requirements 

• Associate’s degree in a technical or computer-related field of study or equivalent related experience 
• 2 years' software applications, Windows and hardware support role in an enterprise environment 
• Must have demonstrated experience working with highly functional teams  
• Must be able to lift up to 70lbs 
• Great communication skills; verbal and written  
• Excellent customer relationship skills  
• Excellent critical thinking and decision-making skills  

Preferred Skills 

• Experience working in Microsoft Windows 7, 10 , and 11, Microsoft Windows Server 2008-2019 and Office 365 
• Experience and knowledge of Remote Desktop Services, Mobile Phone Support, Third party vendor management, VMware, Firewalls, Switches, and VPNs 
• Ability to escalate appropriate technical issues in a timely manner 
• Ability to conduct technical research to fix problems 
• Works in a positive manner within divisions and departments to resolve user or network issues 
• Willing to work Mon-Fri 7:30am-4:30pm with a rotating on-call and holiday schedule 

Additional Notes 

• Probationary period of 90 days 
• Individuals with a felony or misdemeanor convictions MAY not be hired 
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.   
• Individual must be able to read and understand instructions in English as well as possess good oral & written communication skills.   
• Individual must be able to pass a drug and physical screening as well as background requirements.