IT Help Desk Technician

Mspark, LLC • Helena, AL

18h • Onsite

About The Position

The Help Desk Technician is a member of the IT Help Desk supporting all Mspark employees at all facilities with Level 1 and Level 2 technical support within the ticketing system. Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, managing hardware and company applications.

Requirements

• 4 Year/Bachelor’s Degree in Information Technology Discipline or significant work experience and proven competency in specialty areas is also acceptable.
• Experience troubleshooting and resolving issues with both Windows PC and Macintosh operating systems.
• PC Hardware and Software support.
• Experience resolving issues with IP networks and Remote Connectivity (RDS, VPN).
• Hand on experience resolving issues with Office 365 products including Outlook and Teams.
• Detail Oriented with Good Communication Skills.
• Ability to multitask activities and tasks.

Responsibilities

• Serve as the first contact for customers who need technical assistance via the phone, email or in person.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues on PC, Mac and Mobile devices.
• Work as part of a team in a call center environment.
• Stay current with all technologies in use within the organization to provide direct support.
• Enter, track and resolved all technical issue using Mspark’s ticketing system.
• Ensures SLA’s are met for resolving end user issue reports.
• Supporting Office 365, Azure Cloud, Mobile Devices and other technologies in use within the company.
• Asset management and tracking.
• Computer imaging and new employee onboarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees