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Hatchpad

Helpdesk Technician – DC

Hatchpad, Washington, District of Columbia, us, 20022


hatch I.T. is partnering with Neovera to find a Help Desk Technician. See details below:About the Role:Under the direction of the Manager, Systems Engineering, the Help Desk Technician will provide second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades and installations, and must be effective in interpersonal communication and problem solving.Essential Duties and Responsibilities:Provide exceptional customer service to all usersRespond to inquiries and requests for assistance from end users via telephone, email, and ticketing systemAnalyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)Document, track, and monitor technical issues to ensure timely resolutionDocument changes in IT inventory and asset management systemsProvide timely and thorough input for regular status reportingProvide computer hardware and software setup, repair, upgrading, and troubleshootingPerform add/modify/delete of user profiles and accountsPhone/AV supportMobile support for wireless devicesPerform other duties and special projects as requiredRequirements

Excellent oral and communication skills (client-facing)4+ years of relevant work experience administering a Microsoft Domain, Windows Servers, Exchange administration, and other mission-critical enterprise level systemsExperience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, ImagingGeneral knowledge of Help Desk ticketing systemsExperience developing processes and procedures for end-user instructional useCandidate must be a quick learner with exceptional customer service skillsA pro-active mindset with a focus on constant improvement and follow-through at all levelsStrong technical problem-solving skillsIn-depth knowledge of the Microsoft Office suite productsAbility to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problemsOther desired knowledge, skills or attributes:Experience supporting users in an Office 365 organization a plusExperience in working with or for an MSPCuriosity and strong desire to constantly learnA self-starter with the ability to work in a fast-paced and ever-changing environmentStrong ability to balance multiple priorities in a high-demand environment

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