Helpdesk Technician I

The purpose of this position is to provide a world class level of customer service to all users seeking technical assistance or information concerning PC/laptop/tablet, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and provider of input to the IT Management decision making processes. This position will serve as the representative of the IT function to all users on a daily basis, representing the IT department with professionalism, competence and positivity.

ESSENTIAL JOB FUNCTIONS AND DUTIES

ESSENTIAL QUALIFICATIONS

Years of Experience and Knowledge

• 0 ~ 3 years of direct experience minimum
• Working knowledge and experience in a Windows based support environment preferred
• Experience with technical Help Desk or high level customer service operations desired
• Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
• Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365

Education, Licenses, and Certifications

• Associate's degree in Computer Science, Information Systems or related field or equivalent work experience required
• Preferred: Certification in A Certification and/or Microsoft Certifications

Skills and Abilities

• Intermediate level Microsoft Office skills (PowerPoint, Word, Outlook)
• Intermediate level Microsoft Excel skills
• 10% ~ 15% travel within Las Vegas metro area
• Introductory to basic software and hardware skills in a Microsoft environment
• Attention to detail and exceptional follow up skills
• Proactive and customer service delivery mindset
• Exemplary professionalism and phone/chat/email etiquette
• Working knowledge of customer service practices, including effective written and verbal communication, the ability to handle stressful situations, telephone support and interpersonal skills
• The ability to work independently and without extensive supervision
• Ability to manage competing deadlines and multiple projects in a fast-paced environment

Hourly range for this position: $23.07 - $28.26 hourly. Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.

Benefits: We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).