Help Desk Technician - Slidell, United States - In-Telecom

Description

Position Overview:

The Help Desk Technician is responsible for accepting, addressing, and resolving customer service requests. They serve as an initial contact point for customers experiencing service issues and work with them remotely to help resolve the issues. They are cognizant of ticketing processes and customer service.

Duties & Responsibilities:

• Provide end-user technical support to all clients via phone, remote support, and email.
• Troubleshoot a wide variety of technical issues in a timely and efficient manner.
• Perform basic system administration functions such as user creation and password resets.
• Manage customer documentation and knowledge base articles.
• Provide customer service with professional etiquette representative of In-Telecom.
• Escalate issues quickly and efficiently in accordance with Tech Impact SLAs.
• Manage daily and weekly KPIs along with timesheets.
• Provide proactive maintenance on client workstations as directed.

Minimum Qualifications:

• Bachelor's degree in Information Technology, or Computer Science. At least 6 years of related experience in the role.
• Minimum 3 years of experience working in a Help Desk environment. 5 years of experience working in IT or IT related services. Experience with team building and conflict resolution. Proficient experience with customer service.
• Experience working with the following technologies: Windows Workstations, Windows Server, Office productivity software like MS Office, Office 365 including Azure and Intune, TCP/IP technologies, Networking including routing and switching, firewall technologies, Wireless communications.
• One or more of the following technical certifications:

Comptia ITF+, A+, or N+

• Microsoft 365 Fundamentals, Endpoint Administrator, or any 365 solutions

Preferred Qualifications:

• 5 years working in a Help Desk environment. 2 years working for a Managed Services Provider.
• Experience working with networking equipment such as Fortinet, Cisco, Aruba, SonicWALL, Meraki, and Ubiquity.
• Knowledge or experience working with VoIP solutions including SIP and RTP. Knowledge or experience working with Access Control systems and Security Camera systems.
• Knowledge or experience working with Cyber Security technologies and processes.

Two or more of the following technical certifications: Comptia ITF+, A+, Sec+, or N+.

• Microsoft 365 Fundamentals, Endpoint Administrator, or any 365-solution including Azure. Manufacture Certifications like: Fortinet, Cisco, HP, and Dell.

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.