Help Desk Technician

Andromeda Systemsorporated • Jacksonville, FL

2d

About The Position

Andromeda Systems Incorporated (ASI) provides tools and services to assist Physical Asset Owners, Fleet Managers, and Military Program Managers in gaining critical insights into their equipments performance, identifying system improvements, optimizing operations and support, making better business decisions, and achieving measurable life-cycle cost savings. ASI provides unparalleled expertise and capabilities in the Reliability, Maintenance, Supportability, and Logistics disciplines. Our staff of nationally and internationally recognized leaders are shaping the industry and developing revolutionary solutions in the military and commercial sectors. Clients leverage our experience and cutting-edge analytical tools to improve asset performance and reduce life-cycle costs. As a leading provider of professional and high technology services and solutions, ASI serves the Department of Defense, U.S. civilian agencies, and private industry. ASI is seeking an IT Help Desk Technician to provide technical and troubleshooting assistance related to computer hardware, software, mobile devices, and other tech tools and products. We support PCs, Macs, BYOD, printers, faxes, copiers, etc. The technician should have a combination of technical and customer service skills and be passionate about technology and helping others. The ideal candidate will have a strong commitment to learning and growing in this role. On-the-job and formal training will be provided, so prior experience is helpful, but the desire to deliver excellent customer service is a must. Our mission is to deliver exceptional IT support and services to ASIs employees.

Requirements

• High School Diploma or equivalent
• Ability to work independently
• Ability to track projects and issues to completion
• Excellent written and verbal communications skills

Nice To Haves

• 1-3 years of experience in a PC/local area network support environment
• Excellent troubleshooting skills
• Knowledge of Microsoft Windows 11, Server 2016, Server 2019, and Server 2022 Operating Systems
• Knowledge of file and printer sharing
• Management of Cisco routers and switches
• Experience in defense industry or related field
• Ability to move telecommunications and IT equipment weighing approximately 25 pounds

Responsibilities

• Provide first-level contact and convey resolutions to internal customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update customer data and produce activity reports
• Guide customers through problem-solving processes
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers expectations
• Ensure proper recording, documentation, and closure of procedures
• Recommend procedure modifications or improvements
• Preserve and grow knowledge of help desk procedures, products, and services

Benefits

• 401(k) plan with immediate 100% vesting and 4% discretionary match
• Paid leave including PTO, holiday, bereavement, and military
• Generous medical, dental, and vision insurance for employees and their families
• Health and dependent care FSA
• Company-provided life/AD&D, as well as supplemental life and disability insurance
• TRICARE Supplement
• Employee Assistance Program
• Tuition assistance and professional development
• Bonus programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees