Help Desk Technician (62065)

ADAMS AND ASSOCIATES INC•Reno, NV

2d•$24 - $0•Onsite

About The Position

The Help Desk Technician provides Tier 1 level support and assists with Tier 2 support as designated by the Executive Director of IT. This position is primarily responsible for desktop and laptop support for internal staff and is expected to provide exceptional customer service. This position serves as the primary point of contact for after-hours support on staff computers and end-user systems.

Requirements

Four-year degree from an accredited institution OR Two or more years of helpdesk support experience in a professional office environment
Experience supporting and maintaining windows-based systems and software
Operating Systems: Windows 11
Desktop Applications: Microsoft Office, Adobe Acrobat DC

Nice To Haves

Server Applications: Acumatica, SQL Server
Server Administration: DNS, DHCP, File and Print Shares, Remote Desktop Services
User Administration: Active Directory, MS365
SaaS Applications: Zendesk, Azure, Microsoft 365, Sophos A/V, Webex, NinjaRMM
Network: Meraki, UniFi, Site-to-site VPNs, Client VPNs
Security: MFA, Phishing, Encryption, LAPS, BitLocker
Familiarity with AI tools/systems
Excellent verbal and written communications skills to communicate technical guidance and instruction to users on the use of Adams Systems
Ability to work under time constraints, including handling several complicated tasks in a relatively short period of time
Identify, analyze, research, diagnose and resolve technical problems for Windows based workstations, smartphones, tablets, and printers

Responsibilities

Provide helpdesk support for staff computers and peripherals.
Perform basic network troubleshooting.
Provide computer support in accordance with Adams and Associates IT Standard Operating Procedures (SOPs).
Provide support for desktop and laptop hardware, software, printers, and telephony devices.
Track, respond to, resolve, and document customer requests and issues in the help desk system (Zendesk).
Communicate proactively with end users about the status of help desk requests.
Provide backup IT support for Center locations as assigned by IT Management.
Provide technical support for projects assigned by IT Management.
Coordinate with IT vendors and contractors to troubleshoot issues and maintain the availability and stability of externally managed environments.
Travel occasionally to remote locations to support contract transitions, provide backup assistance, or perform IT assessments.
Various administrative tasks and other duties as assigned.