IT Help Desk Technician II
About the Company
Divergent is a technology company that has architected, invented, built, and commercialized an end-to-end factory system called the Divergent Adaptive Production System (DAPS). DAPS comprehensively uses machine learning to optimally engineer, additively manufacture, and flexibly assemble complex integrated vehicle structures and subsystems. Products created using DAPS are superior in performance, lower in cost, rapidly customizable to meet mission and customer-specific requirements, faster to market, and scalable on demand to high volume production. Divergent is a qualified Tier 1 supplier to global automotive OEMs and is expanding to support mission-critical needs in the Aerospace and Defense sector.
Purpose
We are looking for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance
- Perform local and remote troubleshooting through diagnostic techniques and pertinent questions
- Answer help desk tickets and provide timely resolution
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Complete tasks and/or projects as assigned in downtime
- Record events and problems and their resolution in the ticketing system
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365, and others as assigned
- Procure IT equipment and provision based on user requirements
- Record new assets and update existing asset changes in the asset management system
Requirements
- Ability to lawfully access information and technology that is subject to US export controls
- Demonstrated proficiency related to the position, including BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
- Tech-savvy with a good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Jira experience preferred
- Office 365 experience preferred
- Customer-oriented with a positive attitude
- Willingness to tackle problems and find solutions
Work Environment
- Able to work on-site
- Occasional after-hours or holiday weekends on call
Schedule: Sunday - Thursday
Pay
At Divergent, our pay range is based on the level of the job. For this role, we will consider candidates at levels S01 - S02 as evaluated through our interview process.
- INT S01: $30.00 - $49.00
- INT S02: $34.00 - $56.00
Pay Range: $30 USD - $56 USD
Benefits
- Holistic Compensation Package: Competitive salary, equity plan, and discretionary results-based incentive bonus opportunities
- Wellness and Time Off: Paid vacation, sick time, and company holidays, including a year-end shutdown; paid parental leave
- Comprehensive Health and Wellness: HMO and Premium PPO options, company-sponsored life insurance, and short and long-term disability coverage
- Investment in Growth: Reimbursement opportunities for learning and development initiatives
- Collaborative and High-Performing Environment: Dynamic, mission-driven team focused on innovation and integrating people and technology