SUMMARY/OBJECTIVE

Provide fast and useful technical assistance on computer systems. Answer queries on basic technical issues and offer advice to solve them. Assist the current IT Sysadmin in taking care of user's basic issues and being the eyes and ears of IT.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email

2. Perform remote and on-site troubleshooting through diagnostic techniques and pertinent questions

3. Determine the best solution based on the issue and details provided by customers

4. Walk the customer through the problem-solving process

5. Direct unresolved issues to the next level of support personnel

6. Provide accurate information on IT products or services

7. Record events and problems and their resolution in logs

8. Follow-up and update customer status and information

9. Pass on any feedback or suggestions by customers to the appropriate internal team

10. Identify and suggest possible improvements on procedures

11. Troubleshooting Windows, Macs, basic phone issues, network issues

12. Managing basic operations Active Directory and Office 365

13. Managing basic operations in Google G Suite

COMPETENCIES

1. Proven experience as a help desk technician or other customer support role

2. Good understanding of computer systems, mobile devices and other tech products

3. Ability to diagnose and resolve basic technical issues

4. Proficiency in English

5. Excellent communication skills

6. Customer-oriented and cool-tempered

7. Experience with Windows and Macs a must

8. Basic Networking skills

9. Availability to be on-call when required

10. Must be quicker learner and humble enough to learn and take suggestions

11. A+ certification or equivalent preferred

KNOWLEDGE, SKILLS, AND ABILITIES

1. Ability to manage basic operations, troubleshoot, and problem-solve.

2. Skilled in computer systems, mobile devices, and networking skills.

3. Knowledge of Windows, Mac, Office 365, and Google G Suite

SUPERVISORY RESPONSIBILITY

This position has no direct supervisory responsibility.

WORK ENVIRONMENT

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, photocopiers, shredders, and filing cabinets. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is required to use manual dexterity to handle, feel, and operate objects, tools and controls, and reach with hands and arms. This individual is frequently required to stand, talk, and hear. Specific vision abilities by this job include close vision and ability to adjust focus. The employee is required to type, file and lift office supplies up to 20 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK

This position offers a flex start schedule.  The regular start time of the shift is between 7:00 a.m. and 8:00 a.m., Monday – Friday. Employee must work 30 hours per week to maintain full time employment status.  Occasional overtime is required.

REQUIRED EDUCATION AND EXPERIENCE

1. 1. 1-3 years help desk technician or other customer support experience
2. 2. Proficiency in English Language

PREFERRED EDUCATION AND EXPERIENCE

1. 1. A+ Certification or Equivalent

EDUCATION/EXPERIENCE: HIGH SCHOOL DIPLOMA OR GED

SALARY: $40,000-$52,000 annually (depending on experience)

BENEFITS:  Full range of benefits: Medical, Dental, Vision, Life, Disability, 401K with employer match.  Generous Paid Time Off (PTO) and Holiday pay.