Helpdesk Technician

About the role

The successful candidate in the Helpdesk Technician I role provides technical assistance and support to clients of FIT Technologies. The Helpdesk Technician I supports, monitors, and maintains the client environment through support calls and ticket requests.

Responsibilities

• Support various client environments remotely and occasionally onsite.
• Maintain daily service calls and meet requested SLA time frames based on client expectations.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.

Requirements

• Ability to troubleshoot, diagnose, and solve problems as well as document steps taken for resolution.
• Ability to master the use of a 3rd party ticketing system.
• Strong organizational, written/verbal communication, and interpersonal skills.
• Exemplary customer service skills.
• Ability to work independently with minimal supervision.
• Basic understanding of varying versions of Microsoft Windows, Active Directory, MS Exchange, and Group Policy.
• Experience with Microsoft Office applications (local and hosted).
• Comprehension of networking protocols and concepts such as TCP/IP addressing and VLANS.
• Familiarity with network-based PC operating system deployment.
• Ability to relay technical information and instructions to clients with varying levels of technical knowledge.
• Experience working in a technical support environment.
• Understanding and familiarity with published IT policies and procedures.
• Ability to diagnose and accurately report networking problems.

Qualifications

A+, Network+, MTA, or MCSA certifications are desirable.

Working Conditions & Physical Requirements

• Primarily operates in a professional office environment.
• Regular, in-person attendance at FIT Technologies Headquarters during standard business hours is required.
• Prolonged periods of sitting, working at a computer, and participating in in-person meetings.
• Occasional evening and weekend work to support meetings, events, or deadlines.
• Occasional work weeks of more than 40 hours.

Benefits

• Health, dental, vision, and voluntary life insurance.
• Company-paid life insurance and long-term disability.
• Paid time off and 9 paid holidays.
• Paid military leave.
• Paid parental leave.
• Employee Stock Ownership Plan (ESOP).
• 401(k) with company match.
• Dependent Care FSA.

FIT Technologies is a non-smoking workplace and does not hire tobacco or vape users.