Job Description

Reporting to the Director of Operations, as part of a growing and dynamic IT team, the Helpdesk Technician provides support for desktop/laptop computers, mobile phones, VoIP phones, and network infrastructure. The Helpdesk Technician will be equally passionate about customer care, strong listening skills, stable/secure/compliant systems, high availability infrastructure, good organizational communication, and consistently high user satisfaction with all supported systems.

RESPONSIBILITIES:

· Support laptops, desktops, tablets, mobile phones, desk phones, servers, Windows domains, and network infrastructure on an as needed and proactive support basis

· Receive, complete, and document helpdesk tickets for timely and effective resolutions to user requests

· Troubleshoot, analyze, and diagnose technical issues and deliver timely, accurate, and complete solutions

· Provide overall assistance in daily administration of Windows Domain Networks, Office 365, Google Apps, Salesforce, and Odoo

· Escalate incidents to vendors or other IT support staff as necessary and manage end user communication throughout the ticket lifecycle

· Facilitate the onboarding and termination of employees and the provisioning and recovering of IT hardware and systems access

· Communicate with managed service providers, vendors, system administrators, business analysts, stakeholders, business users, and IT staff to ensure the operations, security, access controls, stability, and availability of the IT infrastructure and systems

· Communicate with the appropriate parties to determine root cause of issues and communicate appropriately to internal customers

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Minimum 5+ years of related experience and an undergraduate bachelor’s degree.

· A working knowledge of Google Apps for Business, Microsoft Windows, Office 365, MS Server, Active Directory, and basic IT system and network principles

· Basic network troubleshooting skills

· Highly dedicated, strong work ethic, and a great attention to detail

· Strong communication skills both verbal and written

· Excellent customer service skills

· Ability to lift and move equipment weighing up to 50 pounds

· Ability to sit for extended periods of time

· Possess a valid driver’s license and a reliable vehicle for infrequent travel to client offices

· Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.

· Excellent problem solving and analytical skills. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

· Experience with Salesforce is highly preferred

· Experience with Odoo is a plus

· Helpdesk experience in an MSP Environment is preferred

Company Description

Base Compensation plus a quarterly Bonus and Company Vehicle