Help Desk Technician

Quintessa Marketing•Oklahoma City, OK

About The Position

As a Help Desk Technician, you will play a vital role in maintaining and troubleshooting our IT systems, supporting both office staff and call center operations. You will assist in managing key technologies, including Microsoft Intune, UniFi network infrastructure, Balto (call center coaching tool), Azure-hosted environments, Vultr-hosted environments, and ScreenConnect (remote support). This role requires a proactive problem solver who can respond quickly to technical emergencies, including on-site incidents and remote work transitions during snow days or other disruptions. We need someone who is available ideally nights and weekends (can be part-time, as it is an hourly/non-exempt role).

Requirements

Experience: 2+ years of experience in an IT support role, ideally within a marketing or call center environment
Technical Skills: Proficiency in troubleshooting and supporting various operating systems (Windows, macOS) and office applications. Experience with call center technology and software is advantageous.
Knowledge: Familiarity with network configurations, telephony systems, and IT infrastructure components.
Problem-Solving: Strong analytical and problem-solving skills with the ability to resolve technical issues efficiently.
Communication: Excellent communication and interpersonal skills, with the ability to convey technical information clearly to non-technical users.

Nice To Haves

Certifications: CompTIA A+ not required, but a plus

Responsibilities

Technical Support: Provide comprehensive technical support to marketing and call center staff. Troubleshoot and resolve issues related to hardware, software, and network connectivity.
On-Call: Respond to urgent IT issues during business hours to ensure minimal disruption to call center and marketing operations.
Off-Site Deployment: Configure and deploy off-site hardware for remote workstations in special circumstances.
System Maintenance: Assist with the setup, configuration, and maintenance of IT systems, including workstations, telephony systems, and call center technology.
Call Center Systems: Support and manage call center software and hardware, addressing issues related to call routing, phone systems, and system performance.
User Management: Handle user account management, including account creation, permission settings, and access controls. Ensure new and existing user workstations are properly set up and configured.
Documentation: Maintain detailed records of technical issues and resolutions. Create and update user guides, FAQs, and other documentation to assist staff with common issues.
Training: Provide training and support to staff on IT systems, applications, and best practices. Assist with onboarding new employees by setting up their IT equipment and accounts.
Project Support: Contribute to IT projects such as system upgrades, technology deployments, and other initiatives as directed by the Director of IT.
Security Compliance: Follow and enforce security protocols to safeguard data and ensure compliance with company policies and industry standards.