Helpdesk Technician

Matrix Technologies•Maumee, OH

2d•$46,000 - $58,000•Onsite

About The Position

Join our team as a Helpdesk Technician! This is an in-office role based out of our Maumee, Ohio office. The position is salaried and includes eligibility for overtime pay. This position is focused on technology at the workstation. It may have some basic administration and support responsibilities in other areas.

Requirements

Associate’s degree in Information Technology or related field from an accredited college or university.
1+ years in IT experience in a support role.
Basic knowledge of current Windows client operating systems.
Installation and configuration of Microsoft Office products.
Manage account through Microsoft Active Directory and Office 365.
Basic knowledge of wireless, wired and VPN network connectivity.
Working knowledge of printers and other peripherals.
Willingness and ability to use AI tools to improve mean time resolution.
Maintain a continuous improvement mindset to identify and recommend changes that could improve our processes.
Strong analytical and problem solving skills.
Strong work ethic and attention to detail.
Ability to maintain both a professional and positive attitude at all times.
Excellent written and verbal skills.
Ability to prioritize time and efforts appropriately in a busy work environment.
Occasional local and/or overnight travel may be required.

Responsibilities

Provide timely and comprehensive 1st tier technical support for all systems to Matrix end users logging all activities and requests in the helpdesk management system as they occur.
Triage of all helpdesk tickets with response or escalation within one hour during the business day.
Monitor status of all tickets to ensure completion within the given SLA.
Assist with deployment of end user hardware for new and existing Matrix employees.
Assist in maintaining an accurate inventory of all hardware and software assets.
Assist with periodic audits of hardware and software asset inventory and user accounts and permissions.
Assist with educating Matrix employees regarding IT policies and procedures.
Participate in short term and long term planning related to end-user hardware and software life cycle.
Assist with cybersecurity monitoring and incident response.
Assist with end user application patch management.
Assist with new hire orientation as needed.
Occasional support may be required outside of core business hours.
Works in a safe manner at all times. Adheres to both Matrix and client established safety standards when appropriate.

Benefits

Health Insurance with Prescription Drug Coverage, Dental and Vision Insurance
Generous Paid Time Off (Extra Days for Purchase) and Nine Paid Holidays
Paid Parental Leave, Bereavement Leave
Flexible Work Schedules, Work at Home Options
Wellness Program with Incentive Dollars, Preventive Health Screenings
Employee Assistance Program (EAP), Critical Illness and Accident Insurance
Employee Stock Ownership Plan (ESOP)
401(k) and Roth Plans with 5% Match and immediate vesting upon enrollment
Market-based competitive Compensation and Overtime Pay for Salaried positions
Quarterly Bonus Program and Spot Bonus Program
Pre-Tax Health Savings Account (HSA) with Match, and Pre-Tax Flexible Spending Account (FSA)
Life Insurance Paid by Matrix and Buy-Up Options
Short-Term and Long-Term Disability Plan Paid by Matrix
Technical, Managerial, and Administrative Career Paths
Onboarding and Mentoring, Internal Training and Cross Training
PE Certifications, Registration, and Renewals
Assessments and Leadership Development
External Certification Programs, Professional Memberships
Tuition Reimbursement Program
Regular Employee Updates and Town Halls, Annual Engagement Surveys
Employee Service Awards and Peer Recognition
Strong Fundamentals (Core Values)
Employee Referral Program/Bonus
Casual Dress
Discount Programs
Community Involvement Committee
Sports Teams and Clubs