National Help Desk Technician
About the position
The National Helpdesk Technician is an entry-level position, responsible for providing Tier 1 helpdesk end-user support for small to enterprise-sized clients with complex issues in various Microsoft products, as well as other technical hardware and software issues. Additional duties include diagnosing and resolving technical issues over the phone by using advanced remote management tools or on-site and logging tickets into our ticketing database to track time and facilitate tactical report generation.
Responsibilities
- Respond to calls, tickets, and emails to troubleshoot reported issues in a helpdesk environment
- Monitor Backup offerings and escalate alerts
- Reconcile licensing for National Helpdesk offerings
- Troubleshoot, monitor, and maintain client computers and desktop applications
- Support current Windows operating systems
- Support current Microsoft Office Suites
- Escalate unresolved issues to the appropriate internal channel
- Desktop imaging and building for customers
- Must be self-motivated and work well in a team environment
- Excellent customer service skills
- Excellent communication skills, including the ability to translate complex technical terms and concepts into layman’s terms
- Some weekend work may be required on occasion, so must have the ability to occasionally work remotely updating servers
Requirements
- 1 to 3 years of experience in a technical support role
- Experience with current Windows operating systems required
- Must have exceptional communication skills
- Must be energetic, self-motivated, and work well in a team environment
- Ability to work remotely as needed
- All applicants must be authorized to work in the US without sponsorship.
- All applications must include compensation expectations in order to be considered.
- Local candidates only, please.
Nice-to-haves
- Current Microsoft Desktop Certification is highly preferred.
- Experience with current Mac operating systems
- Ability to remotely configure Smartphones to various email systems preferred
- Experience with local and network printers preferred
- Basic administration of Windows servers preferred
- LAN/WAN and basic network troubleshooting and problem-solving preferred
- Familiarity with email server and spam filtering technology preferred
Benefits
- Comprehensive, family-friendly healthcare plans (medical, dental, vision).
- 401k retirement plan with a competitive match and plenty of financial support tools.
- Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.
- Financial protection for you and your family (life insurance and disability insurance)
- Rewarding and holistic wellness program.
- Training, professional development, and mentorship
- Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
- Dynamic culture eager to innovate, enhance diversity, and work smarter
