IT Support Desk Technician

Responsibilities

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Troubleshoot advanced desktop issues, VPN connectivity, entry-level server support, hardware issues, and line of business support
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals

Requirements

• IT Fundamentals and A+ certifications, or equivalent professional experience
• 1+ year of professional help desk experience
• Strong customer service skills
• High attention to detail
• Ability to follow instructions and policies
• Ability to adapt to changing and fast-moving environments
• Strong phone skills

Benefits

• Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA options
• Certification reimbursement to support your continued development
• Meaningful opportunities for advancement within a growing organization
• A culture built on drive, accountability, collaboration, and excellence

Physical Requirements

• This role primarily involves working in an office environment with regular use of a computer and phone.
• Candidates should be able to: Sit or stand for extended periods, use hands and fingers for typing and computer work.