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We are seeking a dedicated and knowledgeable Help Desk Technician to join our IT support team. The ideal candidate will be responsible for providing exceptional technical support to end-users, ensuring that all issues are resolved efficiently and effectively. The Help Desk Technician (Level 2) is the escalation point for junior team members managing complex IT systems like customer LAN’s, WAN’s, Routers Firewalls, server application and technology environments where little or no documentation exists. This position is also responsible for mentoring and training other members of the team. This role requires strong problem-solving skills, a customer-focused attitude, and the ability to work collaboratively within a team environment.

REQUIREMENTS

• Minimum of 2 years in a Help Desk role or 1 year in an MSP Help Desk role required.
• Proficiency in troubleshooting various operating systems (Windows, macOS, Linux).
• Strong understanding of computer hardware components and their functionality.
• Experience with DNS configurations and TCP/IP networking principles.
• Familiarity with help desk operations and ticketing systems.
• Excellent customer service skills with the ability to communicate technical information clearly to non-technical users
• Ability to work independently as well as part of a team in a fast-paced environment.
• A clean 7-year criminal background check is a requirement for this position.
• High School Diploma and 4+ years of relevant experience.
• Associate degree and 1+ year of relevant experience.
  If you are passionate about technology and enjoy helping others solve their technical problems, we encourage you to apply for this exciting opportunity as a Help Desk Technician!

• Resolve incoming support requests related to hardware/software troubleshooting, connectivity, user permissions, account settings, servers, firewalls, networking, and various other IT related issues.
• Complete all SI tickets assigned in ticketing queue, following all company policies and procedures.
• Create thorough, clear, and comprehensive documentation for all completed work.
• Ensure clients are updated on the status of their support requests at all times.
• Address and resolve client support requests by troubleshooting, researching, and consulting with other team members and/or departments as needed.
• Follow Data-Tech’s SI Escalation process to resolve high-level support issues.
• Document incident resolutions and update Knowledge Base (KB).
• Create a positive customer service experience from start to finish, ensuring our clients are 100% satisfied with every interaction.
• Reset client passwords in active directory and/or Office365.
• Creating new users in active directory and office365.
• Assign members licenses office apps and assigning to groups, shared mailboxes, and distribution lists.
• Configuring workstations for use as per client request.
• Performing maintenance duties on workstations such as clearing space on hard drives or troubleshooting performance issues.
• Checking/adjusting server resources to resolve issues with performance.
• Troubleshooting hardware issues. Monitors, docking stations, USB devices, phones, fax machines, printers, scanners.
• Providing Triage for clients on 3rd party software issues.
• Troubleshoot various problems within Microsoft OS and office products.
• Whitelisting/blacklisting websites in Sophos firewall.
• Spam/phishing email remediation for clients.