IT HelpDesk Technician

About the role

Titan Technologies is seeking an experienced IT Helpdesk Technician to support a large call center on a hybrid schedule that blends office-based and remote work. The successful candidate will join a team of Customer Service Technicians, providing first-level technical assistance and ensuring systems, hardware, and software function optimally.

Responsibilities

• 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 using templates and response plans.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Record events, problems, and their resolution in the Incident Management System.
• Follow up and update customer status and information.
• Pass customer feedback or suggestions to the appropriate internal team lead and manager.
• Identify and suggest improvements to procedures for inclusion in the knowledge database.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Report outages based on incoming calls/emails to the team lead for broadcast and escalation.
• Maintain a high level of customer service at all times.

Requirements

• Experience providing end-user support.
• Experience working with a ticketing system.
• Extensive troubleshooting experience in Microsoft Operating Systems and Domain environments.
• Experience producing network diagrams and documentation for IT projects.
• Hybrid work arrangement: must split time between the company’s physical office and remote work.
• Professional appearance, strong customer service, and communication skills.
• Excellent written and verbal communication skills.
• Ability to work independently with minimal supervision.
• High school diploma or GED required.

Skills

It’s a plus if you have working knowledge in one or more of the following technologies:

• Active Directory Tools
• Remote Tools
• Microsoft Office 365 Suite
• Microsoft Copilot

Desired certifications include:

• CompTIA A+ Certification
• CompTIA Security+ Certification
• ITIL Foundation Course
• HDI Customer Service Certification

About the company

Titan Technologies, LLC and its subsidiaries (TelaForce, LLC, Titan Facilities, Inc., and Zen Strategics) design, build, integrate, and manage innovative solutions and software applications. As a Service-Disabled Veteran Owned Business, Titan is known for delivering impactful results through collaborative teamwork.