Help Desk Technician

Help Desk Overview

• The Help Desk role offers an exciting opportunity to work in a technologically diverse organization.
• Engage in troubleshooting server, network, and infrastructure issues to ensure seamless operations.
• Provide support for voice and telephony systems, addressing related technical challenges effectively.
• Collaborate with customers both remotely and on-site, emphasizing strong customer service skills.
• Utilize expertise in backup and restore products for server and desktop environments.
• Administer Microsoft Windows Server and Active Directory, ensuring optimal performance and security.
• Support cloud computing services, including Office 365 and Google G-Suite, for enhanced productivity.
• Troubleshoot virtualization environments such as VMware and Hyper-V to maintain system integrity.
• Assist with mobile device support and desktop management software to enhance user experience.

Help Desk Key Responsibilities & Duties

• Provide technical support for server, network, and infrastructure troubleshooting.
• Resolve issues related to voice and telephony systems efficiently.
• Interface with customers to address technical concerns and deliver solutions.
• Administer Office 365 and Google G-Suite services for organizational productivity.
• Troubleshoot local network connectivity issues, including LAN, WiFi, and internet.
• Support virtualization environments and remote access configurations.
• Provide desktop support for Windows and Mac operating systems.
• Assist with mobile device management and associated software troubleshooting.
• Maintain organization and prioritize tasks for effective time management.

Help Desk Job Requirements

• Bachelor of Science (BS) degree in a relevant field is required.
• Minimum of 1 year of experience in IT support services; 3 years preferred.
• Proficiency in Microsoft Windows Server, Active Directory, and Office 365 administration.
• Experience with virtualization technologies such as VMware and Hyper-V.
• Knowledge of backup and restore products for server and desktop environments.
• Strong customer service skills and ability to interface with clients effectively.
• Valid US Driver's License is required for on-site support.
• Industry certifications such as Microsoft, Dell, IBM, HP, or Cisco are highly desirable.
• Experience in IT consulting or Managed Service Provider (MSP) environments is advantageous.