Helpdesk Technician

Windows 10, MAC OS, Office 2010 and 2016, IE, Chrome, Firefox, Key Management Servers, Exchange, Outlook, System Center Configuration Manager, FlexLM, Directory and Resource Administration (DRA), Cisco IronPort, Desktop Support
Full Time
$20 - $25
Travel not required

Job Description

Responsibilities for Help Desk Technician

  • Manage Help Desk tickets in a timely and efficient manner

  • Monitor and response quickly and efficiently to customer issues via phone, email, and computer chat

  • Provide customer assistanceand communicate any pending or unresolved issues to direct report each day

  • Document all customer interactions in the ticketing system

  • Run diagnostics to resolve customer reported issues

  • Escalate issues to the next Tier based on level of difficulty

  • Install, make changes, and repair computer hardware and software

  • Follow-up with customers to ensure issues are resolved

  • Train incoming staff as needed

  • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

  • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting

  • Submit EOD ticket performance reporting

Qualifications for Help Desk Technician

  • Microsoft Certified Systems Engineer designation, preferred

  • 5+ years of experience working in a help desk environment

  • Microsoft O365, Azure AD and Office experience required

  • Windows 10 experience

  • Flexibility to work a variety of shifts with minimal notice

  • Ability to work well with others

  • Available to work regular overtime

  • Proficiency with a MAC and IOS computers

  • Excellent oral communication skills

  • Detail oriented and highly organized

  • Ability to diagnose and resolve basic computer technical issues

  • Preferred experience in the following: SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watchguard), PowerShell, SysAdmin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise

For an immediate response, email the resume in the word format to

Dice Id : 10363906
Position Id : 19-0031
Originally Posted : 2 years ago
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