Desktop Specialist

New Charter Technologies•Lubbock, TX

2d•Onsite

About The Position

We are seeking a dedicated, tech-savvy, and self-driven IT Help Desk Technician to join our dynamic Services Group. This role is crucial in providing comprehensive software and hardware support to clients, ensuring their technology goals are achieved efficiently and effectively. The IT Help Desk Technician will be responsible for maintaining positive client relations and upholding the company's values and ethics. This role will work onsite at our Midland office and involve regular travel to local client sites. The first three months of this role involve training that requires regular travel to our headquarters in Lubbock, including extended stays as needed.

Requirements

Basic technical background with hands-on experience, preferably in any of the following: Active Directory, networking and security hardware and systems, and ticketing systems.
Strong customer service and end-user support skills, with a focus on resolving issues efficiently and effectively.
Ability to monitor and resolve tickets involving failing patches, hardware issues, and complete network outages.
Escalate issues as needed.
2-4 years of IT triage/help desk experience, with previous experience in a technical support role.
Experience handling call queues, ideally in a support role.
Strong verbal and written communication skills to interact with end-users and team members effectively.
Ability and willingness to adapt to changing environments and work schedules, including alternating weekly between phone support and field work.
High School Diploma - required
Technical/College Degree (2 year) in Applied Science or Computer Technology - required

Nice To Haves

Experience working with a Managed Service Provider (MSP) is a huge plus.
Technology/Computer related degree (4 year) - preferred
Possession of relevant IT certifications such as MS900, AZ900, and CompTIA A+ is a plus.

Responsibilities

Respond to support calls and assist clients both remotely in-office and on-site.
Work schedules include a bi-weekly rotation of in-office phone and ticket support, and onsite client projects.
Track and ensure timely response to on-site support calls.
Accurately maintain records and expense accounts, using systems like Connectwise.
Collaborate with other departments as needed.
Foster positive client relations and uphold professional dress and grooming standards.
Identify, research, and implement solutions to client problems.
Provide internal systems support and configure, deliver, install, and implement client systems.
Offer on-site client support and hardware maintenance.
Solve problems using original thinking and clear communication.
Learn and implement new technologies or methods.
Maintain a standard 40-hour work week, with flexibility for after-hours project completion.
Handle physical and mental endurance challenges, including eye strain, weather extremes, and public contact.