Helpdesk Technician

MapleTronics Computers•Goshen, IN

1d•$20

About The Position

MapleTronics is looking for our next great Teammate to amaze our clients as a Helpdesk Technician in our Goshen, IN office. Why MapleTronics? MapleTronics believes in more than just delivering exceptional managed services. We are a people-first company, championing Teammate growth by nurturing professional development and celebrating achievements. We understand the importance of work-life balance and prioritize the well-being of our team members and their loved ones. We believe collaborative action drives our innovative solutions and strengthens the bonds within our team. We are committed to community involvement, actively giving back to the neighborhoods we serve and fostering positive change. Join MapleTronics and be part of a workplace where your growth is valued, your voice is heard, and your impact resonates far beyond the office walls. Position Summary: The Helpdesk Technician is responsible for initial triage activities for all service requests coming into Service Delivery. In addition, they will handle tier 1 service requests and hardware repair as their schedule allows.

Requirements

Previous client service or phone-related skills
Familiarity with computer system support terminology concepts.
The ability to diagnose technical issues and apply appropriate troubleshooting measures.
A basic understanding of business applications, operating systems, and network systems.
Experience working with Active Directory.
Exceptional communication skills across multiple platforms.
The ability to multi-task, prioritize, and adapt to changes quickly.
The drive to build Client loyalty through transparency and vulnerability.
The 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 resolution of 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
Ensure client’s workstations, servers, and network are secure.
Be an advocate for best security practices for the client.
Document the configuration of workstations, servers, networks, and user changes.
Adhere to best practices for documenting client interactions.
Triage digitally created service requests.
Be actively engaged in a professional growth plan.