Job description

Purpose:
The TS Help Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, isolates problems and determines and implements solutions for all employees and affiliates. The TS Help Desk Technician is also required to properly escalate any issues through proper channels as needed, maintaining an updated help desk log.
Qualification:
Individual must be able to respond quickly and effectively to requests received through the TS Help Desk ticketing system. Ability to provide on-site and off-site support for employees, including senior management and board level individuals. Good organizational and problem solving skills required. A+ certification desired, MS office skills required, and must have knowledge of windows operating systems. Must be willing to provide support to multiple branches, remotely and be willing to travel to branches. Ability to work independently as well as possess interpersonal skills with focus on customer service and be willing to teach and learn.

Essential Job Functions:

• Monitor and respond quickly and effectively to requests received through the IT help desk
• Ability to communicate effectively while supporting users remotely and locally
• Assist in upgrading and installing hardware and software
• Install, test, and configure new workstations, peripheral equipment and software
• Provide on-site and off-site support for employees including senior management and board level individuals
• Place service calls as needed to vendor community
• Setup audio/video equipment and IPADS for board room meetings
• Provides basic troubleshooting assistance and ticket resolution for all users
• Diagnose and troubleshoots basic problems with individual or multiple network systems while maintaining current SLA including contacting and interfacing with vendors
• Good organizational and problem-solving skills

Required Education, Knowledge, Skills and Abilities:

• Associate degree or higher
• 2-4 Years of experience in IT support role
• Able to adapt to fast paced environment and quick study
• A+ certification desired but not required
• Network+ Certification desired but not required
• MS Office skills required including Word, PowerPoint, Excel
• Basic understanding in Exchange architecture
• Basic troubleshooting skills and administrative skills with Exchange On-Premise or Exchange Online (O365) environments
• Troubleshooting skills with Exchange Transport and Client Access
• Troubleshooting experience with Devices syncing.
• Basic understanding of Active Directory and DNS
• O365 Security and Compliance related technologies (eDiscovery, DLP, ATP, OCAS, etc.) Is very desirable
• O365 Cloud Identity and Authentication is very desirable
• Knowledge of mobile operating systems such as android and iOS preferred
• Must be willing to travel to branch locations and customer installations sites as required (must possess access to reliable car). Travel expenses will be reimbursed per company policy
• Great interpersonal skills with focus on customer service and be willing to teach and learn
• Self-starter with ability to work independently with little or no supervision
• Be willing to lift machinery

Job Type: Full-time

Pay: $23.08 - $29.48 per hour

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