22SQUARED Freelance Help Desk Technician Salary in the United States

PURPOSE OF POSITION:

Working under minimal supervision, the Help Desk Technician provides first-level diagnosis and troubleshooting support and documents incidents and remedies. The Help Desk Coordinator is a user service focused position responsible for rapid and detailed resolution of problems and communicating the various processes involved in keeping IT services running at peak levels. An ideal candidate should be able to help build/maintain trust and transparency between the business units and IT. This role will play a key role in helping projects meet business requirements, schedules and objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond quickly and effectively to requests for technical assistance in person, remotely, via chat or email to the end user’s satisfaction.
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources following help desk procedures
• Log all help desk interactions in helpdesk tracking software
• Identify and escalate situations requiring urgent attention
• Inform other IT team members of recurring problems.
• Stay current with information security, system information, changes and updates
• Identify and suggest possible improvements on procedures
• Onboarding of New Users
• Install, test and configure new workstations, peripheral equipment and software
• Support and maintain audio/video equipment
• Maintain inventory of all equipment, software and software licenses
• Support multiple video collaboration platforms
• Follow up with users to ensure issues have been resolved

POSITION REQUIREMENTS:

• Strong knowledge of Apple hardware and Mac OS X as well as some Microsoft Windows.
• Be able to work independently and as a part of a team.
• Experience with help desk needs, reporting, time management and prioritization.
• Should be familiar with the following technical tools: Adobe Creative Cloud Apps, Google Apps, ZenDesk, Asset Panda, Jamf Pro, Sophos, Active Directory, and Mobile Device management.
• Experience supporting creative individuals in an agency or other creative environment.
• Communication - Must be able to communicate in both written documentation and verbal capacity.  Will be required to assist in training initiatives internally.
• Positive attitude - a high level of enthusiasm, motivation and resilience…a sense of urgency to obtain results…an ability to maintain a positive attitude when under pressure…an ability to keep things in perspective.
• Respect - a commitment to treat employees, clients and vendors with respect…a willingness to be respectful of others’ opinions and ideas…a commitment to respect the work.
• Dependability - a reputation for doing what you say you are going to do…a willingness to go beyond the call of duty.
• Integrity - a track record of doing the right thing for the right reason…honesty and sincerity…earning the trust of clients and employees…maintaining strict standards of confidentiality.
• Commitment to quality - ability to provide customer with outstanding customer care and service at all times …a demand for excellence in all forms of communication…always looking after the smallest detail.
• Creativity - a reputation for innovative thinking…working with an entrepreneurial spirit…not only in the visual aspects of our work, but in all areas of our business.
• Professionalism - a high level of professionalism in attitude demeanor and dress…demonstrate maturity in handling confidential matters…a consistent business-like demeanor and performance…common sense and good judgment.

PHYSICAL DEMANDS:

• Must be able to lift up to 50 lbs.
• Flexibility to work after hours and on weekends as needed.

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