Help Desk Support Technician

Help Desk Support Technician

This Help Desk Support position is a critical and unique opportunity within the organization. Candidates must have proven customer service experience and a strong technical aptitude. The ideal candidate will serve as the first point of contact for inbound technical assistance requests.  Be ready to work in a fantastic & hard-working team environment.

$23/hour

What We Offer:

• Medical, Dental and Vision
• 401k with match
• Paid Vacation
• Growth Opportunities
• Paid Training
• Family Owned and Operated
• Long Term Job Security
• Health and Wellness
• Accident and Critical Illness
• HSA/Flexible Spending
• Employee Discounts
• Pet Insurance
• Great Culture
• Outstanding Work Environment

Responsibilities:

• Provide solutions for end-users remotely regarding basic IT problems including password resets, hardware troubleshooting such as computers, printers, desk phones, application support for managed systems, and other items as requested.
• Being first point of contact answering inbound calls or emails when they are presented to us.
• Give responses to inbound emails within specified SLA and working with Team Leaders to assess priority.
• Creating and Deleting User Accounts for our stores employees when authorized personnel submit requests.
• Recognizing and escalating out of scope requests to Team Leaders.
• Documenting within ticketing system all support request/incident information including (but not limited to): Problem Description, hardware/software information and steps to reproduce (if applicable).
• Being able to perform remote troubleshooting and asking relevant questions to drive fast resolutions.
• Follow-up on existing tickets with status updates for the end-user and obtaining additional information if needed.
• Pass on feedback/comments from end-users to team leads
• Propose solutions/ improvements to current internal procedures.
• Imaging and preparing workstations such as Desktops, Laptops, Tablets and other devices as needed. 
• Provide excellent customer service.
• Document inbound and outbound internal assets (i.e. computers, printers, etc.) to ensure accurate inventory records.
• Ability to work alone, or as a team.
• Ability to communicate properly and fully in multiple forms of media communication.
• Attention to detail in all aspects of the job.
• Self-Motivated to initiate and organize all assigned and unassigned work.

Qualifications:

• This position is hourly.
• Available to work an occasional “On-call” schedule evenings and weekends.
• Ready to hit the ground running to learn new technologies and support methods.
• Must have excellent verbal and written communication skills.
• Professional, well-groomed personal appearance
• Strong technical aptitude and troubleshooting skills including Microsoft Windows,  Microsoft Office, Active Directory, PC Hardware, Print Device Hardware, Bomgar, Virtual Desktops, TCP/IP and DNS.
• Need to be able to multitask, prioritize and organize. 
• A strong sense of urgency.
• Willing to submit to a pre-employment background check
• Previous Help Desk Support experience or successful completion of a technical school certificate is ideal.

Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle records, and verification of social security number.