Help Desk Support Representative
About The Position
We’re looking for a tech-savvy, customer-focused, and solutions-driven Helpdesk Technician to join our dynamic IT team. In this role, you’ll be on the front lines of technical support, helping our staff, contractors, and executive leaders stay connected, productive, and secure across a wide range of devices and platforms. Reporting to the Helpdesk Manager, you’ll play a critical role in ensuring smooth day-to-day technology operations, resolving issues efficiently, and delivering white-glove support to our internal users. From deploying laptops and maintaining AV equipment to supporting virtual meetings and solving complex hardware or software problems, you’ll be the go-to resource for all things IT.
Requirements
- Must have 3 – 4 years of technical support experience in an IT Department for a medium-sized business.
- Software & Operating Systems: Windows10, Windows 11, MAC OSX, Microsoft 365, SalesForce.com, MS Active Directory, ShoreTel Communicator, Zoom video conferencing
- Hardware: Lenovo ThinkPads (T & X Series), Lenovo ThinkCentre Desktops, Apple Mac Pro, Mac Mini, Macbook Pro.
- Phones & Mobile Devices: ShoreTel IP Phones, iOS & Android handsets, tablets & software
- Audio-Visual: Wired/wireless Shure microphones, NEC/Epson projectors, matrix switchers & audio mixers
- Must have demonstrated strong performance in prior roles, with increasing levels of responsibility and independence.
- Distinctive problem solving and analytical skills.
- Excellent customer services skills.
Nice To Haves
- Bachelor’s Degree in MIS or equivalent experience in IT Department in medium-sized business.
- MCSE, MCSA, A+, N+ technical certifications or equivalent experience preferred.
Responsibilities
- Primary responsibility is technical support and customer service. Be present and visible in the helpdesk and available to customers requiring technical assistance.
- Provide in-person, e-mail, phone, chat, remote control and walkup support for Vistage staff & contractors.
- Build, deploy, update and maintain computers, mobile devices and AV equipment for Vistage staff & contractors.
- Provide technical and AV support for Vistage conferences & virtual meetings.
- Provide home-office network, hardware & software support for Executive staff.
- Perform Daily Operating Procedure systems checks and tests.
- Quickly identify and escalate non-helpdesk issues to appropriate departments.
- Manage small to medium IT projects – software deployments & upgrades, laptop & desktop refreshes, user training, etc.
- Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using the helpdesk ticketing system.
- Maintain reasonable discipline and decorum in the Help Desk area.
Benefits
- Fully-paid healthcare is provided for employees through Aetna
- access to company-subsidized dental, vision, and life insurance coverage available to employees at very low rates
- eligibility for 401(k) matching funds after your first month as an employee
- free individual investment counseling
- 16 days of paid time off + 12 paid holidays per year
- additional annual paid days off based on tenure
- free snacks
- weekly free lunch day
- free lattes and nitro cold brew coffee on tap
- on-site gym is decked out with Peloton bikes and other top-tier fitness equipment
- access to an additional gym, volleyball courts
- flexible schedules
- the freedom to work from home two days per if you so choose
- tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
