IT Help Desk Technician – M3 TECH SOLUTION

DESCRIPTION

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Technician should be able to respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Candidates should have a mix of technical and customer service skills, be passionate about technology and helping people and must be a team player. We support both Macs and PCs, BYOD, printers, faxes, copiers, etc.

REQUIREMENTS

• 2 years+ experience working in an IT environment
• Solid troubleshooting and problem-solving skills
• Experience with Microsoft Office 365 management (Exchange, OneDrive, Word, Excel, etc.)
• Working with both Windows and MAC OS,
• Active Directory maintenance (Create, manage, and update account access)
• Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android) troubleshooting
• Networking troubleshooting – LAN, Wireless, VPN, etc.
• Windows server management (File, Print, AD, DHCP, RDP, Database server, etc.)
• Strong customer service and troubleshooting skills
• Ability to communicate technical information, both verbal and written, to a wide range of end-users

RESPONSIBILITIES

• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Determining the best solution based on the issue and details provided by the customer
• Manage and monitor internal assets to ensure accurate inventory records
• Setup email accounts on desktops and mobile devices
• Troubleshoot basic networking and hardware issues
• Assist senior network technicians in installing various network hardware equipment.
• Participate in client moves, additions, and changes to network and systems.
• Monitor ticketing system to ensure timely resolution of issues as per client SLA and able to accurately log tickets and resolutions into help desk software management system.
• Ability to resolve end-user issues, such as password resets, software/hardware questions, Internet connectivity, configurations, and end user tasks.
• Leverage front-line client experience to identify sales opportunities.
• Ability to work under tight deadlines with strong multitasking skills.
• Always maintain a high degree of professionalism, courteousness, and friendliness
• Remotely install, configure, and troubleshoot software related issues
• Remotely troubleshoot hardware related issue (PC, printers, and other related user devices)
• Create and manage account (AD, VPN, Email, Software license accounts, Application accounts, etc.)
• Configure/manage user account access to various resources (File share permissions, RDP access, VPN access, etc.)
• Troubleshoot issues and manage Microsoft Office 365 environment (configure Outlook, manage user access within O365 portal, etc.)
• Contact and escalate and assist with 3rd party vendor software and hardware issues (ERP, database applications, etc.)
• Assist with client maintenance (servers, NAS, AP, Routers, etc.)

REMUNERATION

Remunerations will be based on qualifications and experience.