Help Desk Jobs

About The Position

Requirements

• Exceptional Customer Service, soft skills.
• Proficient in Microsoft Windows desktop OS and the Microsoft Office 365 Suite.
• Working knowledge of Mac/OS X and iOS.
• Working knowledge of Active Directory and Microsoft Windows domains, group policies.
• Able to install, setup, configure, troubleshoot, and optimize basic to moderately complex systems & components.
• Basic understanding of A.I. platforms and tools -Microsoft Copilot preferred.
• Able to recognize and analyze system issues on a working level and identify resolutions or required escalations.
• Able to recognize, understand, and troubleshoot system performance warnings, alerts and errors.
• Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment.
• Basic understanding of 3rd party application support and troubleshooting.
• Strong logic and technical problem-solving ability, along with high attention to detail.
• Experience with multifunction printers, scanners and other standard office equipment.
• At least basic knowledge of network concepts: DNS, DHCP, IP addresses, MAC addresses, Windows firewall.
• Minimum 2 years of corporate IT Support Desk experience

Nice To Haves

• Relevant certifications, such as A+, Microsoft, and customer service training preferred

Responsibilities

• Perform computer operational maintenance which includes the ability to install, setup, configure troubleshoot, and optimize client computer systems, peripherals, and components
• Consistently demonstrate professional and superior customer service and interpersonal skills
• Create and update incidents within ticket tracking system including detailed incident and resolution information
• Configure and support anti-virus/anti-malware software and promptly address any reported security breaches
• Update existing documentation as needed and create standard operating procedures and support KBs
• Maintain assets (i.e., laptops, workstations, mobile devices, etc.) and updated inventory lists
• Support new hire account creation, computer set-up and user orientation as needed
• Ensure critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines
• Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines
• Responsible for all 3rd party client applications, mobile devices, and wireless networking support
• Comply with and support departmental standards, service level agreements, process and procedures as required by IT SOX and security compliance
• Support termination process, account disabling, asset reporting to HR, asset collection, license recovery, etc.
• Uses the company’s ticketing system to record thorough notes and to completely document customer interactions in the tickets created on their behalf
• Manages tickets via the Support desk dashboard to ensure that time to first response SLAs are met
• Regularly monitors the Support desk dashboard to triage tickets and monitors/prioritizes for ticket aging
• Appropriately escalate widespread incidents to Management or Service Desk lead.
• Performs all other duties as assigned by the Technical Lead(s), Supervisor or Manager

Benefits

• TravisMathew is an Equal Employment Opportunity