IT Help Desk Technician

About the role

The Help Desk Technician is a member of the IT Help Desk supporting all Mspark employees at all facilities with Level 1 and Level 2 technical support within the ticketing system. Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, managing hardware and company applications.

Location- onsite

Hours- Monday to Friday 8-5pm (some on call work)

What you'll do

• Serve as the first contact for customers who need technical assistance via the phone, email or in person.

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues on PC, Mac and Mobile devices.

• Work as part of a team in a call center environment.

• Stay current with all technologies in use within the organization to provide direct support.

• Enter, track and resolved all technical issue using Mspark’s ticketing system.

• Ensures SLA’s are met for resolving end user issue reports.

• Supporting Office 365, Azure Cloud, Mobile Devices and other technologies in use within the company.

• Asset management and tracking.

• Computer imaging and new employee onboarding.

Qualifications

• 4 Year/Bachelor’s Degree in Information Technology Discipline or significant work experience and proven competency in specialty areas is also acceptable.

• Experience troubleshooting and resolving issues with both Windows PC and Macintosh operating systems.

• PC Hardware and Software support.

• Experience resolving issues with IP networks and Remote Connectivity (RDS, VPN).

• Hand on experience resolving issues with Office 365 products including Outlook and Teams.

• Detail Oriented with Good Communication Skills.

• Ability to multitask activities and tasks.