Helpdesk Support Tech

Weisiger Group • Charlotte, NC

71d

About The Position

As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed. Since 1926, we’ve supported the strength of our communities by supplying equipment for critical infrastructure and commerce, and by funding programs that advance social and economic vitality. Being around for nearly 100 years means we change and pivot to capture opportunities and avoid challenges. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last. We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential. Join a leading solutions provider and be a part of a group of highly skilled technicians, sales and support team members who exist to serve as a trusted partner to our customers, communities, and fellow employees.

Requirements

• Bachelor's degree (B. A.) from four-year college or university and/or three to four years related experience and/or training; or equivalent combination of education and experience.
• Extensive experience with desktop operating systems, including Microsoft Windows 7 and Windows 10.
• Working knowledge of a range of diagnostic utilities, including PING, TRACERT, IPCONFIG.
• Extensive application support experience MS Office 2010, 2013, and 2016 (this includes Excel, Word, PowerPoint, Outlook, OneNote and OneDrive).
• Extensive experience with desktop and laptop hardware, including Dell.
• Extensive experience supporting mobility, including IOS devices (iPhone and iPad) and air cards.

Nice To Haves

• Microsoft Technical (MCSA and MCSE), A+ certifications strongly desired, or equivalent hands-on experience.

Responsibilities

• Field incoming support calls from end users via ticketing system, telephone and e-mail in a courteous and professional manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Triage requests to determine assignment to proper teams.
• Distribute the issue/request to the appropriate team member, after documenting the attempted fixes, if you can’t resolve the issue/request.
• Prioritize and schedule issues/requests.
• Escalate issues/requests (when required) to your supervisor.
• Record, track, and document the help desk request problem-solving process through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ’s on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing and repairing hardware, implementing file backups, and configuring systems and applications.
• Attend to computer equipment fixes when sent into IT for repair.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Publish knowledge base articles and frequently asked questions for technicians and users.
• Ability to identify possible infrastructure issues and escalate appropriately.
• Help in implementations of security process for Active Directory resources.
• Perform OS version upgrades and patching using available solutions.
• Troubleshoot possible Active Directory issues and provide support for Network and Server Administration teams.
• Perform advanced troubleshooting for Outlook and other proprietary software.
• Perform advanced troubleshooting on workstation, laptop, and other related hardware and peripherals.
• Configure tools for monitoring and use them to proactively resolve issues.
• Assist with roll out of computer equipment – imaging, set-up, and dispatch to locations.
• Participate in projects involving other sub teams including Network, Server, Security, and Telecom etc.
• Participate in One on One meeting with Supervisor, monthly Helpdesk meetings, quarterly Department meetings and annual company Kick-Off meeting.
• Work requirements may necessitate working after hours, weekends, and holidays to fulfill project requirements.
• Other duties as assigned.

Benefits

• Equal Opportunity Employer

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees