Help Desk Technician
hace 12 horas
Description
Position at LeadVenture
Help Desk Technician I
Classification: Help Desk Technician I
Exempt
Range
JOB DESCRIPTION
Summary/objectiveThe Help Desk Technician I is part of a global team that is responsible for first level support to all our customers. The candidate must be able to adapt to a constantly changing, fast-paced environment. The candidate must also possess excellent communication and organizational skills and perform tasks with a sense of urgency and professionalism.
Essential Functions● Be present and available during assigned Help Desk shifts
● Monitor and respond quickly to incoming incidents and service requests in the Help Desk system adhering to SLA metrics
● Perform remote troubleshooting when needed to resolve incidents and service requests from the Help Desk system
● Maintain and update open incidents and service requests to ensure a timely resolution, escalating to level 2 or supervisor/manager if unable to resolve
● Collaborate and stay engaged in team conversations using the company's collaboration tools
● Attend all scheduled meetings/trainings
● Participate in after-hours work as needed
● Perform other tasks as directed by the supervisor/manager
Common Tasks Performed● Investigate and resolve routine hardware, software, and network issues
● Install and update client software in an enterprise environment
● Educate and train users on proper use of company supported systems and software
● Follow all standard operating procedures (SOP) through the effective use of Knowledge Management
● Work with Level 2 Tech to update knowledgebase documentation
● Work with Level 2 Tech to create accounts and configure hardware as part of the on-boarding process
● Provision hardware following the current process
● Repair or replace client hardware as necessary
● Monitor internal assets to ensure accurate inventory records
● Support VoIP phone systems and infrastructure
● Support Office 365 and Google Workspace environments
● Perform network troubleshooting and issue resolution
Requirements● Experience managing, installing, and supporting Windows 10
● Experience supporting Mac's
● Experience troubleshooting common computer issues
● Understanding of networking fundamentals (TCP/IP, VPN, QoS, VoIP, routing)
● The ability to function within a Help Desk system workflow
● Growth mindset, drive to continuously learn new technologies
Extra Considerations● Active Directory, O365 Admin and Google Workspace experience in an enterprise setting
● Certifications in ITIL, MCSA/E, CCNA, Network+, Security+, A+
● Experience working with Windows Server 2016/2019 and virtualization technologies (Hyper-V, VMware)
● Excellent customer service skills
● Strong communication skills
● Strong organizational skills
● Strong troubleshooting and problem-solving skills
● Ability to work within a team environment
● Ability to prioritize tasks and adjust priority when asked
● Accountability for completing the task while working in a remote environment
● Flexible with the ability to adjust between remote working and in-office when asked
● Ability to work under pressure
● Endeavor to implement proactive solutions
● Must be able to lift and carry computer equipment up to 40lbs short distances
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