Technician, Help Desk

**Date**:Dec 18, 2024**Location**: Remote, MX**Company**:Syniti**About Us**Syniti is **_the_** enterprise data partner, empowering anyone who relies on data to make business-critical decisions by delivering data they can trust through a unique combination of intelligent software and experts who deeply understand the role of data in enterprise growth.Trusted by the Fortune 2000, Syniti helps leading businesses reconfigure the role of enterprise data from afterthought to foundational first step; enabling them to unlock valuable insights that ignite growth, reduce risk, and expand their competitive advantage.Syniti’s Data First philosophy and enterprise data management platform supports data migration, data quality, data replication, data matching, master data management, analytics, data governance, and data strategy in a single, unified solution.As an innovative, global leader in Enterprise Data Management, the combination of our award-winning software platform and premier consultants creates a unique advantage for leading enterprises. Syniti is also a preferred data solution used by the world’s top system integrators, and a portfolio company of BridgeGrowth Partners LLC. Headquartered in Boston, Massachusetts with offices in 25 countries around the world, Syniti operates in all global regions and industry verticals, and maintains a 100% client success rate across thousands of complex data projects and initiatives.**Summary**The Help Desk Technician plays a key role in ensuring the smooth and efficient operation of IT services at Syniti. In this role, you will provide essential day-to-day support to Syniti users and clients, resolving both common and complex technical issues with desktop, laptop, mobile devices, and more. You will maintain a sense of urgency, delivering friendly and professional service while striving for high first-call resolution rates. A passion for technology and continuous learning is essential to help users and clients get the most out of their IT systems.**Responsibilities**- Provide excellent technical support to end-users, ensuring compliance with internal standards and contributing to continual improvement in the IT service experience.- Maintain a high level of user satisfaction, consistently achieving satisfaction scores of over 90%.- Monitor and track Help Desk performance metrics to ensure timely resolutions and high service quality.- Take **ownership**of technical issues, escalating to higher-level support as needed, while ensuring user satisfaction throughout the process.- Configure, install, and maintain desktop and laptop computers, handheld devices, printers, monitors, and other peripherals.- Provide specialized support to VIP users, delivering enhanced service and addressing any technical challenges.- Diagnose and resolve hardware and software issues, clearly communicating remediation plans and providing status updates to users.- Perform routine maintenance tasks, including software distribution, antivirus updates, and patch management.- Offer support through various channels, such as chat, Teams, phone, and virtual assistance, using privileged access management software.- Contribute to the knowledge base, desktop support SOPs, and training materials to enhance team efficiency.- Support disaster recovery processes and adapt to recovery situations as documented.- Work under pressure to meet deadlines and maintain high-quality service delivery.- Manage IT tickets effectively, ensuring issues are tracked, assigned, and resolved in a timely manner.- Keep an accurate record of IT assets, including laptops, desktops, and peripherals, updating asset tracking systems.- Communicate regularly with other support tiers and management to ensure smooth operations.- Maintain a professional demeanor, providing excellent customer service at all times.- Support team members as needed and contribute to troubleshooting efforts, with an aim to identify root causes of issues.**Qualifications**- Strong troubleshooting skills for both hardware and software issues.- Ability to communicate complex technical information in a clear, user-friendly manner.- High emotional intelligence with the ability to empathize and build confidence with users.- Excellent documentation skills, including maintaining inventory and tracking root causes.- A collaborative mindset with a focus on problem-solving and user satisfaction.**Experience**- 0-3 years of experience in a Help Desk or IT support role, ideally in a mid- to large-sized organization (+1000 users).- Experience with desktop/laptop support, including Apple iOS (mobile and desktop), Windows, and Android devices.- Bachelor's degree in information technology or related field, or equivalent practical experience.- Prior customer support experience, particularly using remote tools to provide exceptional service, is a plus.- ITIL knowledge and certification is an advantage.- SQL knowledge an advantageBe fully