Help Desk Technician I

On-site support tier 1&2 levels technical issues for remote or in-person end users.  You must have excellent problem-solving skills, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Experience with Microsoft O365 services and desktop supports. Customer-oriented experience and strong patience to deal with difficult customers and issues. This position requires the candidate to be onsite full-time.

Duties and Responsibilities:

• Responsible for problem intake through ServiceNow ticketing system, email, in person or other communication methods.
• Accept initial trouble reports; providing problem documentation and reporting services; diagnosing and resolving desktop, printer, mobile device, and LAN hardware and software problems.
• Maintain a high level of customer service by accepting and documenting complaints, managing customer follow ups and contacts, and providing proactive updates to customers.
• Documenting Standard Operating Procedures (SOP) related to support.
• Assist the customer through the problem-solving process and follow-up with resolution verifications.
• Responsible for initial trouble report of LAN connectivity problems before escalating to network team.
• Support Polycom Teams desk telephone.
• Support onsite HP/Poly telephone and conference rooms AV equipment.
• Must be able to participate in bi-monthly on-call help desk rotation. Responsibility includes:
•  1) delegation and assigning tickets during work week and 2) monitor and support high priority requests after hours.
• Monitor site network equipment as needed.
• Other duties as assigned

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• An associate’s degree in computer science or related field is preferred.
• Minimum of 2 years’ experience with desktop support.
• Minimum of 1 year supporting Microsoft O365
• Minimum of 1-year experience administrating Windows 10
• Minimum of 2 years’ experience creating Active Directory accounts
• Must have at least one CompTIA A+, CompTIA Network+ or current Microsoft Certification

• Computer experience.