Helpdesk Technician

MapleTronics Computers•Goshen, IN

4d•Onsite

About The Position

MapleTronics is hiring a Helpdesk Technician for its Goshen, Indiana office. The role performs initial triage of service requests received by Service Delivery and handles tier 1 support requests and hardware repairs as scheduling allows. The technician communicates with clients about their service requests, troubleshoots technical issues, supports basic remote access solutions, and helps maintain client security and documentation. The position also calls for active participation in a professional growth plan. Responsibilities may change or expand as business needs require.

Requirements

Previous client service or phone-related skills.
Familiarity with computer system support terminology and concepts.
Ability to diagnose technical issues and apply appropriate troubleshooting measures.
Basic understanding of business applications, operating systems, and network systems.
Experience working with Active Directory.
Exceptional communication skills across multiple platforms.
Ability to multitask, prioritize, and adapt quickly to changes.
Drive to build client loyalty through transparency and vulnerability.
Ability to explain complex technical terms in easy-to-understand language.

Responsibilities

Answer incoming phone calls for service requests.
Proactively communicate with clients about progress toward resolving technical issues.
Repair computer hardware and software issues.
Provide tier 1 support for technical issues.
Implement and support basic remote access solutions.
Triage service requests and ensure service level agreements are met.
Help ensure clients’ workstations, servers, and networks are secure.
Advocate for clients’ best security practices.
Document workstation, server, network, and user changes.
Follow best practices for documenting client interactions.
Triage digitally created service requests.
Actively engage in a professional growth plan.