IT Help Desk Technician

Job Summary

Description

• Support and troubleshoot client-side issues through remote access gateways or with on-site support, either locally or during an event as needed.
• Use a helpdesk dashboard to track issues, provide updates and ensure customer satisfaction.
• Maintain, update and disperse a self-help knowledge / document base for end users.
• Must be a self-starter, capable of tracking multiple issues simultaneously, and providing quality customer service and follow through. 

• Prompt customer response, follow-up, and resolution of customer related issues initiated in person, ticket or phone.
• Strong problem solving and troubleshooting skills, including ability to perform root cause analysis for preventing reoccurring issues.
• Authoring and maintenance of technical documentation.
• Capable of independently solving basic to intermediate problems associated with end-user workstations and associated peripherals, mobile devices and networked devices.
• Capable of working within a team to solve basic to advanced problems associated with end-user workstations and associated peripherals, mobile devices and networked devices.
• Strong communication skills, including writing ability to update tickets with status and communicate daily/weekly status.
• Strong organizational skills and the ability to manage a diversified workload.
• Demonstrated ability to work effectively with all levels of operations and client services.
• Strong attention to detail.
• Personable and professional.

• Associate degree in IT or equivalent work experience. 
• Any relevant industry standard certifications are highly preferred(CompTIA+, Microsoft).

• Proficiency in Microsoft Office 365.
• Proficiency with Windows 7 / 10.
• Active Directory experience required. (GPOs, Access Control, User/Group Management).
• Basic understanding of common networking protocols such as DHCP and DNS.
• Basic PC Hardware knowledge and troubleshooting experience is required. 
• Experience with Zendesk or a similar ticketing system is preferred .
• Working knowledge of NTFS and Unix file system permissions highly preferred.
• Windows Desktop troubleshooting, installation, management, and maintenance required. (Windows 7 / 10).
• MAC OS X Desktop troubleshooting, installation, management, and maintenance highly preferred. (10.13+).
• Mobile device experience is preferred (iOS & Android).Genesis VoiP experience preferred.
• Virtualization / Nutanix AHV experience preferred.
• Familiar with ITIL standards and workflow preferred.