Helpdesk Technician at Elegant Enterprise Wide Solutions

Position Description and Job Skill Set

This Help Desk Technician will provide essential technical support and assistance to end-users, ensuring the smooth operation of systems, software, and hardware. This role involves responding to user inquiries, diagnosing issues, and offering solutions to users at the office or working remotely. The technician will troubleshoot problems related to network connectivity, system performance, software applications, and other IT-related matters. Common tasks will include imaging PCs, issuing equipment to employees, providing user support for internal applications, providing assistance with mobile and VoIP phones, and general troubleshooting of user reported hardware/software issues. Technician is responsible for logging and tracking issues through an ITSM ticketing system and escalating more complex problems to higher-level IT staff when necessary. Additionally, the technician may assist in setting up new equipment, managing inventory, managing user accounts, maintaining documentation, and similar tasks as requested. Strong communication skills, technical proficiency, and a customer-service mindset are essential for success in this role. The technician ensures that all user issues are resolved promptly and efficiently, helping to minimize downtime and maintain productivity.

Required Skills/Experience

1. Minimum of 3 years of experience performing help desk duties and supporting Windows 10 and 11 operating systems.

Preferred/Not Required

1. Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.
2. Experience with KACE ITSM system, SmartDeploy/PDQ suite of products, supporting Citrix, Microsoft M365