Helpdesk Technician

MapleTronics Computers • Goshen, IN

2d • Onsite

About The Position

MapleTronics is hiring a Helpdesk Technician for its Goshen, Indiana office. The role is responsible for initial triage of service requests entering Service Delivery, handling tier 1 requests, and repairing hardware as the schedule allows. The technician communicates with clients, troubleshoots technical issues, supports basic remote access, helps maintain client security, and documents systems and interactions. The role also involves active participation in a professional growth plan. Additional tasks may be assigned, and the scope of the position may change based on business needs.

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 translate complex technical terms into easy-to-understand language.

Responsibilities

• Answer incoming phone calls for service requests.
• Communicate proactively 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 best security practices for clients.
• Document configurations of workstations, servers, and networks, as well as user changes.
• Follow best practices for documenting client interactions.
• Triage digitally created service requests.
• Actively engage in a professional growth plan.
• Perform additional tasks as assigned, with responsibilities subject to change as business demands require.

Benefits

• Professional development and teammate growth are encouraged.
• The company prioritizes work-life balance and team member well-being.
• The company describes itself as people-first and collaborative, and highlights community involvement.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed