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Help Desk Technician

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full-time

Posted on:

Location Type: Office

Location: Las Vegas • Nevada • United States

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Job Level

Junior

About the role

  • Provide telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical problems related to Windows environments and Windows applications, electronic mail, enterprise applications & databases, security issues, desktop hardware/software, server hardware/software, and production equipment related issues.
  • Provide helpdesk support and resolve problems to the end users satisfaction, both on site and using remote tools such as Remote Desktop or Bomgar.
  • Monitor and respond quickly and effectively to requests received through the IT helpdesk.
  • Troubleshoot problems using desktop remote control products where possible and documents all services provided.
  • Monitor the ticketing system for tickets assigned to the queue and process first-in first-out based on priority.
  • Modify configurations, utilities, software default settings, etc. for the local workstation.
  • Utilize and maintain the helpdesk tracking software.
  • Document internal procedures.
  • Assist with onboarding of new users.
  • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Maintain inventory of all equipment, software and software licenses.
  • Manage PC setup and deployment for new employees using standard hardware, images and software.
  • Assign users and computers to proper groups in Active Directory.
  • Perform timely workstation hardware and software upgrades as required.
  • Create/modify user accounts within Active Directory.
  • Accurately communicate pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service.
  • Use verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.
  • Interact with customers of IT services with a high degree of tact and diplomacy to promote a positive image of the IT department.

Requirements

  • An associate degree in related Information Technology field, or at least one year of equivalent job experience.
  • Certification in COMPTIA A+, COMPTIA Security+ is required
  • Experience administering windows domains utilizing active directory, server operating systems, performance monitoring systems, scripting/automation and windows deployment utilities as well as hands on ability with server equipment, client and operating systems.
  • Ability to document, update and implement system design.
  • A customer-focused mindset with the ability to work well in a team environment and provide quality service for the business client.
  • Close attention to detail.
  • Exceptional phone etiquette.
  • Technical knowledge of advanced PC diagnostics and strong familiarity with the Microsoft Windows Platform.
Benefits
  • A Culture of Karma
  • Industry Leading Designs
  • Flexibility & Remote Opportunities
  • Career Stability & Growth
  • Generous Benefits Package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Windows environmentsWindows applicationsdesktop hardwareserver hardwareActive DirectoryscriptingautomationPC diagnosticshelpdesk supportticketing system
Soft Skills
customer-focused mindsetteamworkattention to detailphone etiquettecommunicationtactdiplomacyproblem-solvingdocumentationcustomer service
Certifications
COMPTIA A+COMPTIA Security+