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Helpdesk Technician
ScalableOSncr, 00, ph7 days ago
Job descriptionAssociate's degree in IT-related field preferred At least 2 years of helpdesk experience; Managed Service Provider (MSP) experience a plus Proficiency with Windows operating systems and Microsoft 365 suite Experience with Mac OS troubleshooting Experience with Active Directory and Microsoft 365, Experience with Windows Server and Microsoft Exchange Experience with Google Workspace Previous experience in an MSP or multi-client environment Familiarity with remote support tools Proven experience as a helpdesk technician or other customer support role in an IT environment. Experience with Autotask PSA / Halo / IT Glue and Ninja RMM a plus Strong customer service orientation and professional communication skills Ability to explain technical concepts to non-technical users Excellent problem-solving abilities and attention to detail Ability to thrive in a fast-paced environment while managing multiple priorities Experience with ticketing systems and documentation. Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.
This is a remote position.
SUMMARY
The Helpdesk Technician is responsible for installing, maintaining, testing, and repairing systems and networks. They utilize their technical knowledge to support IT initiatives and provide first-level technical information systems support to clients.
JOB RESPONSIBILITIES
- Basic troubleshooting – reboot device, narrow down the issue, research problem
- Reset passwords – local passwords or domain passwords
- Install software – MS office, QuickBooks, printer drivers, Adobe reader, etc.
- Setup email – configure email clients like Outlook, Apple Mail, etc.
- Documentation – Read and create KB articles for common issues
- Remote access – contact customer & remotely access computer for further troubleshooting
- Basic understanding of operating systems – know the typical ins & outs of Windows and Mac OS.
- Escalation & Collaboration – work with fellow techs to resolve an issue or move it to Tier 2
QUALIFICATIONS
JOB REQUIREMENTS
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Technician • ncr, 00, ph