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    Help Desk Technician - Houston, United States - AMSYS Innovative Solutions, LLC

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    Description

    Job description

    • Manage Help Desk tickets in a timely and efficient manner
    • Monitor and respond quickly and efficiently to customer issues via phone, email, and computer chat
    • Provide customer assistance and communicate any pending or unresolved issues to direct report each day
    • Document all customer interactions in the ticketing system
    • Run diagnostics to resolve customer-reported issues
    • Escalate issues to the next Tier based on level of difficulty
    • Install, make changes, and repair computer hardware and software
    • Follow-up with customers to ensure issues are resolved
    • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems
    • Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
    • Submit EOD ticket performance reporting

    Qualifications for Help Desk Technician

    • Microsoft Certified Systems Engineer designation, preferred
    • 5+ years of experience working in a help desk environment
    • Microsoft O365, Azure AD, and Office experience are required
    • Windows 10 experience
    • Flexibility to work a variety of shifts with minimal notice
    • Ability to work well with others
    • Proficiency with MAC and IOS computers
    • Excellent oral communication skills
    • Detail-oriented and highly organized
    • Ability to diagnose and resolve basic computer technical issues

    Preferred experience in the following:

    SolarWinds, Cisco Certs/Network Troubleshooting, Firewall Configuration (Fortinet/Watch Guard), PowerShell, Sys Admin\Server Management (Microsoft\AD\Group Policy), Aruba Central, ConnectWise.



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