Position: Help Desk Technician
Department: IT Support
Reports To: Help Desk Manager
Employment Type: Full-Time
Job Summary: The Help Desk Technician provides front-line support to clients, resolving technical issues related to hardware, software, and networks. Operating within an ITIL environment, they manage and resolve tickets, maintain IT systems, and ensure high levels of customer satisfaction. This role requires a blend of technical expertise, customer service skills, and the ability to work in a fast-paced environment. The technician will work closely with the Help Desk Manager to ensure system reliability and efficiency.
Key Responsibilities:
- Respond to client support requests through the SuperOps ticketing system, ensuring issues are resolved promptly.
- Troubleshoot and resolve hardware, software, and network problems.
- Monitor system alerts and proactively address potential issues by creating and assigning tickets.
- Provide remote technical support using TeamViewer, ensuring minimal disruption to client operations.
- Document resolutions and update internal knowledge bases to improve team efficiency.
- Assist with the deployment, maintenance, and support of Microsoft O365 and Azure environments.
- Work with security tools such as Trendmicro and Saas Alerts to ensure client systems are protected.
- Collaborate with team members via Microsoft Teams to resolve complex issues.
- Participate in regular training to stay updated on current technologies and best practices.
- Additional tasks as assigned.
Skills:
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple tasks simultaneously.
- Familiarity with SuperOps or similar ticketing systems.
- Knowledge of networking principles and cloud services like Azure.
- Customer-oriented mindset with a focus on delivering high-quality support.
Education and Experience:
- Associate’s degree in Information Technology or a related field is preferred.
- IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
- Relevant experience in IT support can offset the degree requirement.
Preferred Qualifications:
- 1-3 years of experience in an IT support role.
- Experience with ticketing systems and remote support tools.
- Strong understanding of IT security best practices.
To apply for this job simply send us your resume to careers@techbitusa.com Please be sure to include your contact information as well as your salary requirements.