Help Desk Technician I

**Help Desk Tec**hnician** I**Classification: Help Desk Technician IExemptRangeSummary/objectiveEssential 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/managerCommon 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 technologiesExtra 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

Creado: Jue, 01 de Ene de 1970