Help Desk Technician

Required Skills & ExperienceComputer or Server hardware knowledge with an understanding of component & system-type failures1+ years of experience in hardware testing and break-fix1+ years of experience operating in an IT support environmentFundamental understanding of computer architecture. (CPU, power supply, memory, graphics cards, flash memory, etc.)Comfort working with 365 suite of toolsAssociates Degree in IT, Computer Science, or Electronics, Certificate of Completion of Technical School (A+, Network+, Server+, etc.), or equivalent experienceJob DescriptionOur client is looking for an entry-level Service Desk technician who will manage Enterprise tickets across internal and external case management systems. Primary responsibilities include assigning, updating, and escalating customer tickets. They will own the follow-up and engagement of the broader support teams to ensure tickets are being addressed within SLA. ResponsibilitiesMaintain customer tickets within our case management system and update our Customer's case management system. Controlling the process of receiving, assigning, and completing internal tickets. Ensuring there are correct notes, categories, and statuses for tickets. Ensuring ticket resolution checklists are being followed. Staying updated on the progress of resolving the tickets within SLA. Ensuring Field technicians are following all company standard operating procedures. Support other teams within the organization as needed. Process customer replacement parts and or systems. Identify opportunities for improvement. Provide ongoing feedback and guidance. Own the customer experience and drive initiatives for improvementCompensation$24/hrExact compensation may vary based on several factors, including skills, experience, and education.Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Created: 2025-01-25