The Help Desk Technician must have a strong technical background and be able to communicate effectively to understand the problem and explain its solution. This role acts as a primary interface to our clients.

EDUCATION/CERTIFICATIONS/TECHNOLOGY:

· Associate degree in computer science, technical school or related field
· Between 3 and 5 years of concentrated experience in computer technology or computer services
· MSP background a plus
· Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA
· Windows/Linux
· Microsoft Office 365 technologies and networking
· Windows Active Directory and DNS technologies
· Exchange

· Provide technical assistance and support for incoming customer requests related to computer systems, software, and hardware
· Respond to help desk tickets either in person or over the phone
· Respond to email messages for customers seeking help. Install, modify, and repair computer hardware and software
· Support real-time problem analysis and lead to resolution
· Provide technical training for end-users and technical documentation
· Exercises sound professional judgment in problem analysis: (1) attempt hardware/software solution by phone or (2) decide proper level of maintenance required to solve problem
· Perform level 1 system administration and technical support functions for Microsoft, Linux and network infrastructure
· Collaborates directly with Level 2 tech support to contribute to the overall performance of the help desk operation
· Maintain and prioritize ticket que by collecting detailed information to categorize ticketing requests, review existing tickets and look for cases to be closed
· Identify and detect trends in product and service quality