Help Desk Technician

Start with a job, stay for a career. For over 100 years, Edward Rose & Sons has been committed to career development for our team members. We offer you the opportunity to grow in an environment where you will feel valued, have room for advancement, and be rewarded for your good work. We are currently looking for a Help Desk Technician to join our team in Indianapolis, IN The Help Desk Technician provides first-level troubleshooting and technical support on Edward Rose & Sons applications and platforms. The Help Desk Technician gathers information and analyzes customer issues to determine the best way to resolve and implement the solution. What are the responsibilities of the Help Desk Technician ? Respond to help desk service requests in a prompt and professional manner. Diagnose and resolve basic hardware, software, and connectivity problems. Gather and analyze information about customer issues and determine the best way to resolve and implement the solution, escalating as necessary. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Serve as the first point of contact for customers seeking technical assistance on company supported applications and platforms over the phone, email, chat, and/or face to face. Provide training in computer set-up and new or existing technology. Install, configure, and maintain the lifecycle of hardware, software, and operating systems. Respond and document service requests as open tickets and provide follow-up to end users and senior members of the Technology team. Determine the best solution based on the issue and details provided by customers. Walk through and assist the customer with the troubleshooting and problem-solving process. Direct unresolved issues to the next level of support personnel. Provide accurate information on IT products or services. Maintain records of events, problems, and their resolutions in ticket tracking system. Follow-up after problems have been resolved and update ticket status and information. Create and maintain accurate documentation for future troubleshooting and issue resolution. Identify and suggest possible improvements on procedures. Order and deploy hardware for new or existing employees, as well as receive hardware returns. Perform special projects as assigned by the technology operations team leader. Monitor for site connectivity outages, initiate first response for the outage, and escalate as necessary. Take inventory and maintain IT equipment including desktops, laptops, printers, monitors, and mobile devices. Travel to remote sites to perform maintenance and project work when necessary. What are the role requirements? Associates degree in technology is preferred. Previous experience in IT is preferred. Experience with remote troubleshooting and VPN. Preferred Technology Exposure: SharePoint, Microsoft Windows, Microsoft Office365, Windows administration. Tech savvy and good understanding of computer systems, mobile devices, applications, and other related tech products. Working knowledge of Windows 10 and 11. Ability to diagnose and resolve basic technical issues. Knowledge and experience of customer service practices. The ability to work cooperatively with others. Must be willing to work overtime when necessary and occasional extended support coverage which may include on-call, evening and/or weekend hours. Attendance, work ethic and strong interpersonal skills are required for success in this position. Shows initiative in finding solutions to commonly found problems. Ability to work independently as well as with a team. Effective planner and organizes tasks in order of priority. Strong written and verbal communication skills are required. Exceptional organizational and time-management skills along with close attention to detail are required. Must have a valid drivers license. What's in it for you? Comprehensive benefits package, including 401(k) with company match On the job training and development Generous paid time off programs Competitive compensation plan with bonus opportunities Great work environment Opportunities for advancement Discounted apartment home Grow a Career with Edward Rose & Sons Edward Rose & Sons is committed to career development for our team. We offer training and development through on the job, technical, sales, and leadership tracks and provide solid growth potential in all areas of our business. Our Mission, Vision, and Values: We are an Equal Opportunity Employer, and we affirmatively seek diversity in our workforce. We recruit qualified candidates and advance our employees without regard to race, color, religion, gender, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status or characteristic protected by federal, state or local laws.