Summary:

The IT Help Desk Support staff primarily performs Level 1 and Level 2 technical support shown below:

• Level 1 Basic help desk resolution and service desk delivery- Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement.
• Level 2 In-depth technical support- Hardware troubleshooting and deep knowledge of the product or service.

Essential Duties and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• And other duties as assigned

Key Success Factors

• Provide excellent customer service to both internal and external customers
• Exceptional team player with passion and dedication

Essential Skills and Experience

• Education: At least an Associate Degree in related discipline and 3 to 5 years’ experience with relevant certification, (preferred) of proven experience as a help desk technician or other customer support role related to the work
• Possess adept knowledge of the following: Trouble Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project.
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills

Basic Knowledge:

• Microsoft 365 Tenant and Apps
• Windows OS
• Mac OS
• MAC IOS
• Android OS
• Microsoft Azure
• Windows Server Technology like Server 2008, 2012, 2016
• Endpoint Protection like Trend Micro
• Cyber Security Fundamentals
• Firewall knowledge preferably Fortinet
• Cloud Backup Technologies preferably Druva
• Network Switches
• Network Data Cabling
• Remote Desktop Software like TeamViewer
• Microsoft Active Directory
• Microsoft Exchange Online
• DNS
• Point of Sale machines
• VOIP preferably RingCentral
• Projectors
• PC Hardware
• Printers and Copy Machines

Equipment Used

· Computers, fax machines, photocopiers, scanners, projectors, and telephone.

Direct Reports

· None

Physical and Mental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical - standing, walking, sitting, handling papers and folders, ordinary talking, hearing and vision, lifting up to 25 pounds.

Mental - alertness, precision, ingenuity, problem solving, analytical, memory, concentration, judgment, writing ability, reasoning, initiative, patience.

Job Type: Part-time

Pay: $15.50 - $25.00 per hour

Benefits:

• 401(k)

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Customer support: 3 years (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location

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