Help Desk Technician I - Prime Secured : Job Details

SUMMARYThe Help Desk Technician I - You will be responsible for providing support of hardware, software, and operating systems for PC and Apple-based computer products to our clients and internal staff. Qualified systems technicians will have a background in IT or the desire to pursue an IT-related career. Major Roles and Responsibilities

• Handle all incoming IT Support calls, emails, and tickets; triage issues as they arrive and route issues to relevant departments.
• Manage IT Support ticket system and assist IT Support to meet Service Level Agreement goals.
• Creates a positive end-to-end customer experience.
• Diagnoses and repairs computer malfunctions, user access, configuration, operations, and printing issues.
• Adheres to departmental standards, policies, and procedures. Maintains and protects confidentiality.
• Uses network and system software tools to pinpoint the nature and source of user problems.
• Professionally communicates hardware, software, and network malfunctions to the appropriate personnel and maintains an ongoing database of service provided and system, network, and computer malfunctions.
• Provides timely support via telephone or remote software.
• May travel to local client sites as needed.
• Other duties as assigned.

RequirementsQUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree in a technical or computer-related field of study or equivalent related experience.
• 2+ years' software applications, Windows and hardware support role in an enterprise environment.
• Experience working in a Network Operations Center (NOC) or similar environment.
• Must be able to lift up to 70lbs.
• Great communication skills; verbal and written.
• Excellent customer relationship skills.
• Excellent critical thinking and decision-making skills.

PREFERRED SKILLS

• Experience working in Microsoft Windows 10, and 11, Microsoft Windows Server 2012-2025 and Office 365.
• Experience and knowledge of Remote Desktop Services, Mobile Phone Support, Third party vendor management, VMware, Firewalls, Switches, and VPNs.
• Ability to escalate appropriate technical issues in a timely manner.
• Ability to conduct technical research to fix problems.

ADDITIONAL NOTES

• Must be willing to work in Office Mon-Fri 7:30am-4:30pm and able to work remotely after-hours and over weekends as needed.
• Probationary period of 90 days
• Individuals with a felony or misdemeanor convictions MAY not be hired
• Individuals must not have any alcohol or drug-related convictions or suspensions within the past three years.
• Individual must be able to read and understand instructions in English as well as possess good oral & written communication skills.
• Individual must be able to pass a drug and physical screening as well as background requirements.

Salary Description $45,000-$65,000