Help Desk Technician

StevenDouglas • jacksonville, fl, us • 3m ago

General Duties and Responsibilities:

Deliver first contact resolution for support tickets, ensuring swift and effective solutions.
Offer Tier I and Tier II customer service and technical support for both hardware and software, maintaining a high level of user satisfaction.
Provide IT support services for user account setup, system patching, antivirus, imaging, and maintenance across PC and Mac platforms, as well as video conferencing equipment, printers, copiers, phone systems, and general IT hardware/software.
Adhere to Standard Operating Procedures (SOPs) and escalate complex issues to higher-level staff as necessary.
Manage individual workflow efficiently and maintain an updated ticket queue using the IT ticketing system.
Offer mobile support for iOS and Android devices.
Provide on-call support during after-hours and weekends as required.
Review, update, and maintain documentation to ensure accuracy in internal processes, workflows, and training materials.
Utilize experience with VoIP phone systems to assist users effectively.
Track hardware and software inventory and manage Microsoft 365 & Azure Active Directory account creation and maintenance.
Monitor infrastructure issues, resolving them or escalating to higher support levels as needed.

Qualifications:

4+ years professional experience within desktop support (support Windows 7 & Windows 10)
Certifications - A+ / Net+ / Sec+ / MCITP / MCP / MCDS
Must be able to multi-task in a fast-paced work environment
Must have excellent organizational and time management skills
Must be detail-oriented
Proven ability to troubleshoot and solve problems in a production support environment, process analytical skills
Technical Support and/or Help Desk experience, Call Center experience (assisting users over the phone)
Experience supporting a VMware environment
Duo (any two-factor authentication tool experience)
Cisco AnyConnect (any VPN service experience)

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