Position Summary:

IT help desk technician candidates should have a mix of technical and customer service skills and be passionate about technology and helping people.

IT help desk technician will provide internal support for employees at our corporate office, as well as remote sites. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. We support PCs (Desktops and Laptops), Printer, Faxes, Copiers, VoIP Phones, iPads, etc.

Basic Function/Responsibilities:

• Handle Tier 1 help desk escalations through our internal ticketing system
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Troubleshoot hardware, assemble PC’s (Laptops & Desktops), and replace components
• Remove malware and viruses
• Setup, configure and troubleshoot print servers and printers.
• Perform basic windows administration such as password resets and file and folder administration
• Support audio and video equipment in conference rooms
• Fully document all troubleshooting steps, and create knowledge-base articles of resolutions
• Manage and monitor internal assets to ensure accurate inventory records
• Troubleshoot VoIP, setup new phones, and manage phone systems
• Basic Internet Connection Troubleshooting
• Basic troubleshooting of switches, routers and firewalls
• Job requires the ability to lift, move and relocate equipment, monitors, and peripherals that may weigh up to 50lbs each
• Perform all other tasks as assigned or required

Qualifications & Experience:

• A service oriented attitude – you do what it takes to get the job done correctly
• Have the ability to work multiple tickets simultaneously and manage time carefully
• Ability to accept directions, follow procedures, and work directly
• Be eager to learn, pick up new technologies, and be proficient in a short time
• Resourceful Problem Solver – you always find a way to make it work
• Be a team player, avoid complaining, and motivated to advance and grow
• Must be proficient with Windows 7, Windows 10, Office 2013, 2016 (MacOS and Windows)
• Office 365 and Active Directory management a plus (Apps include Outlook, Word, Excel, PowerPoint)
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)
• Networking knowledge of TCP/IP protocols, Wireless Technology and Infrastructure, VPNs
• Knowledge and experience with Google Apps, Dropbox
• Strong customer service, analytical, and problem-solving skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users
• Ability to work in a team environment
• Organization skills to balance and prioritize work
• Additional duties may be added as needed

Pluses

• 1-2 years+ experience working in a Windows/Mac environment
• Manufacturer’s certification a plus (MCSE, CompTIA Network+, CompTIA A+).
• Experience with Salesforce, EMR Systems
• Knowledge of Dell, Netgear, & Unifi Enterprise Switches
• Installation of CCTV & IP Cameras (LTS, HikVision etc)