Help Desk Technician

The Help Desk Technician will provide technical assistance and support to end users. The Help Desk Technician is the tier 1 first line support for all support calls and tickets. They will answer questions and resolve problems for staff in person and remotely to support all locations. This includes aiding with desktop/laptop/mobile device hardware and software. This person will also perform new computer setup, computer returns, shipping out new computers and inventory management. This position requires excellent customer service and phone skills, and the ability to explain technical information to non-technical staff.

Specific duties/responsibilities are as follows:

• Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
• Conduct problem resolution using remote support tools, telephone communication, and on-site in person.
• Cleary document problem descriptions, actions taken during troubleshooting, and resolution
• Accurately enter and track all relevant information in our Zendesk ticketing software and tools
• Clearly and appropriately escalate customer issues to additional resources
• Windows endpoint troubleshooting
• Basic Windows Server troubleshooting
• Diagnose and solve hardware/software faults.
• Windows services
• File/print services
• Basic Active Directory management
• User login issues, password resets and Multifactor Authentication (MFA)
• Support of Microsoft 365 (Email, Office applications, OneDrive)
• Endpoint connectivity issues
• Remote access (VPN, RDP, Citrix)
• Peripheral management (printers / scanners / MFPs)
• Anti-malware and endpoint security using Sophos Endpoint Protection
• Email filtering services using Mimecast email security
• Remote support products and technologies
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Qualifications

• Strong organizational skills
• Good communication and interpersonal skills
• Detail oriented, with good problem-solving skills
• Ability to work independently and as part of a team.
• Customer-oriented and patient to deal with difficult customers.
• Proven experience as a help desk technician or other customer support role.
• Experience with basic Windows Server administration helpful but not required.  
• Installation, troubleshooting, and repair of desktop software and hardware.