Help Desk Technician
About The Position
ZP Better Together is one of the nation's most extensive communication services for the deaf and hard of hearing communities. As a leading provider of onsite interpreting services, video relay services, and remote video interpreting, the company delivers a wide array of options designed to meet the unique communication needs of its customers. ZP Better Togethers' vision is to provide high-quality services with innovative products that break down communication barriers for its customers. We strive to change the game because we believe communication access is a right worthy of utmost respect and because every conversation matters. We are experiencing tremendous growth and are looking to add strong expertise to our world-class teams!
Requirements
- A strong desire to learn American Sign Language and the ability to adjust to a deaf culture working environment is required
- Able to build and image end-user computers
- Experience working with an ITIL Service Desk product for tracking issues and resolution
- Experience with Active Directory, and the full Office 365 Suite
- Experience setting up, configuring, and troubleshooting VPN client issues
- Experience configuring and troubleshooting cell phones (Android/IOS)
- Experience in providing Zoom video conferencing support
- Able to effectively communicate with company employees whose technology experience is varied
- Customer-focused and problem-solver
- Minimum 5 years of experience as a Help Desk Technician in a Windows environment
- Advanced technical knowledge of Win 10, Win 11, and Apple Mac OS
Responsibilities
- Serving as a point of contact for company employees seeking technical assistance over email, in-person, or through the JIRA Service Desk ticket system
- Perform software/hardware troubleshooting of end user issues remotely using various tools
- Determine the best solution based on IT policies
- Assign priority levels to support requests and projects, then see them through to completion
- Ensure a JIRA Service Desk Ticket exists for all support cases that are reported
- Follow-up and provide updates on JIRA Service Desk tickets, including resolution steps
- Identify and suggest possible improvements to IT procedures or processes
- Document all Helpdesk processes and procedures in Confluence
- Update and Patch operating systems, 3rd party software, etc.. to maintain a secure computing environment
- Troubleshoot and repair hardware issues on desktops, laptops, and various PC accessories
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
