The 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)

Personal Skills

? 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