Job Description:

Job descriptionManage Help Desk tickets in a timely and efficient mannerMonitor and respond quickly and efficiently to customer issues via phone, email, and computer chatProvide customer assistance and communicate any pending or unresolved issues to direct report each dayDocument all customer interactions in the ticketing systemRun diagnostics to resolve customer-reported issuesEscalate issues to the next Tier based on level of difficultyInstall, make changes, and repair computer hardware and softwareFollow-up with customers to ensure issues are resolvedResolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systemsCollect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshootingSubmit EOD ticket performance reportingQualifications for Help Desk TechnicianMicrosoft Certified Systems Engineer designation, preferred5+ years of experience working in a help desk environmentMicrosoft O365, Azure AD, and Office experience are requiredWindows 10 experienceFlexibility to work a variety of shifts with minimal noticeAbility to work well with othersProficiency with MAC and IOS computersExcellent oral communication skillsDetail-oriented and highly organizedAbility to diagnose and resolve basic computer technical issuesPreferred experience in the following:SolarWinds, Cisco CertsNetwork Troubleshooting, Firewall Configuration (FortinetWatch Guard), PowerShell, Sys AdminServer Management (MicrosoftADGroup Policy), Aruba Central, ConnectWise.