Help Desk Professional

Responsibilities

• Taking phone calls and answering customer inquiries
• Diagnosing technical issues
• Running tests and troubleshooting software and equipment
• Installing and updating software and hardware
• Fostering and maintaining user satisfaction
• Minimizing problem resolution time and callbacks
• Implementing end-user requests
• Participating in IT tactical plan implementation

Requirements

• Experience working at a help desk for a mid-sized geographically dispersed company (desirable)
• Soft skills including patience, empathy, active listening, sense of urgency, good interpersonal skills, and well-organized speed and accuracy
• Experience with Windows OS, Active Directory, Okta Multi Factor Authentication, Exchange, Office 365, printer installation and configuration, and Windows Server
• The ability to work with employees at all levels of the organization
• The ability to obtain and maintain a security clearance
• US Citizenship required

Skills

• Windows OS, Active Directory experience (desired)
• Okta Multi Factor Authentication (plus)
• Exchange, Office 365 experience (desired)
• Printer installation and configuration experience (desired)
• Windows Server experience (desired)
• Purchasing, receiving, shipping and equipment management experience (desired)
• The ability to work with employees at all levels of the organization (required)
• The ability to obtain and maintain a security clearance (required)

About Tecolote Research

Tecolote Research is a private, employee-owned corporation where people are our primary resource. Our investments in technology and training give our employees the tools to ensure our clients are provided the solutions they need, and our very high employee retention rate and stable workforce is an added value to our customers.

Benefits

• Competitive salaries commensurate with education and experience
• Comprehensive health, dental, life, long and short-term disability insurance
• 100% Company funded Retirement Plans
• Generous vacation, holiday and sick pay plans
• Tuition assistance

About the Role

We are seeking a help desk professional with hands-on experience working in a PC LAN/WAN environment supporting users with complex problems. This position is fast-paced and requires excellent organizational, problem solving, communication and follow-through skills.