JOB OVERVIEW

We are seeking a skilled Helpdesk Engineer to join our dynamic IT support team. The ideal candidate will be responsible for providing exceptional technical support to end-users, ensuring efficient operation of computer systems and networks. This role requires a strong customer service orientation and the ability to troubleshoot various software and hardware issues across multiple operating systems. This position is both in the office and at client sites.

SKILLS

• Proficient in Windows operating systems.
• Strong customer service skills with a focus on user satisfaction.
• Knowledge of computer networking principles and practices.
• Experience with desktop support and computer management tasks.
• Familiarity with Autotask or similar ticketing systems is a plus.
• Ability to troubleshoot software issues effectively across various applications.
• Excellent communication skills, both verbal and written, to interact effectively with users at all levels.
• Troubleshoot software problems, email issues, password resets, malware infections, memory conflicts, configuration issues, etc.
• Diagnose, troubleshoot and resolve client issues with hardware
• Experience with Windows 2012, 2016 & 2019 Server roles
• Installing, troubleshooting and managing Microsoft products (Windows 7/10, and MS Office application suite)
• Experience with Office 365 and cloud solutions.
  Join our team as a Helpdesk Engineer and contribute to providing outstanding IT support while enhancing your technical skills in a collaborative environment.
  Job Type: Full-time
  Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In perso

• Provide first-level technical support for hardware, software, and networking issues
• Respond promptly to user inquiries via phone, email, or ticketing systems such as Autotask
• Diagnose and resolve technical issues related to desktop support, including software troubleshooting and operating system problems.
• Assist in the management of computer systems, ensuring all devices are up-to-date and functioning properly.
• Collaborate with other IT team members to escalate complex issues as necessary.
• Maintain accurate documentation of support requests and resolutions in the ticketing system.
• Conduct regular follow-ups with users to ensure complete satisfaction with resolved issues.
• Fully understand our Managed Services offerings, contracts, how they work, and design & implement new contracts/offerings, onboardings, and perform presales consultations assisting account executives in the Managed Services sales pipeline.
• Perform onsite customer services and projects, as required.
• Participation in the on-call rotation as both a rotating regular engineer but also a recurring escalation point is a requirement.