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 users
Respond to inquiries and requests for assistance from end users via telephone, email, and ticketing system
Analyze/troubleshoot all levels of desktop, application, and network issues (Tier 1 and 2)
Document, track, and monitor technical issues to ensure timely resolution
Document changes in IT inventory and asset management systems
Provide timely and thorough input for regular status reporting
Provide computer hardware and software setup, repair, upgrading, and troubleshooting
Perform add/modify/delete of user profiles and accounts
Phone/AV support
Mobile support for wireless devices
Perform other duties and special projects as required
Requirements
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 systems Experience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging General knowledge of Help Desk ticketing systems Experience developing processes and procedures for end-user instructional use Candidate must be a quick learner with exceptional customer service skills A pro-active mindset with a focus on constant improvement and follow-through at all levels Strong technical problem-solving skills In-depth knowledge of the Microsoft Office suite products Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems Other desired knowledge, skills or attributes: Experience supporting users in an Office 365 organization a plus Experience in working with or for an MSP Curiosity and strong desire to constantly learn A self-starter with the ability to work in a fast-paced and ever-changing environment Strong ability to balance multiple priorities in a high-demand environment
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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 systems Experience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging General knowledge of Help Desk ticketing systems Experience developing processes and procedures for end-user instructional use Candidate must be a quick learner with exceptional customer service skills A pro-active mindset with a focus on constant improvement and follow-through at all levels Strong technical problem-solving skills In-depth knowledge of the Microsoft Office suite products Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems Other desired knowledge, skills or attributes: Experience supporting users in an Office 365 organization a plus Experience in working with or for an MSP Curiosity and strong desire to constantly learn A self-starter with the ability to work in a fast-paced and ever-changing environment Strong ability to balance multiple priorities in a high-demand environment
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