Hatch IT
Helpdesk Technician - DC
Hatch IT, 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, installations, etc. 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 Assist in help desk documentation Phone/AV support Mobile support for wireless devices Perform other duties and special projects as required Qualifications: 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 process and procedures for end-user instructional use Candidate must be a quick learner with exceptional customer service skills A pro-active mind-set 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 Salary:
$65,000 - $80,000 a year
#J-18808-Ljbffr
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, installations, etc. 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 Assist in help desk documentation Phone/AV support Mobile support for wireless devices Perform other duties and special projects as required Qualifications: 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 process and procedures for end-user instructional use Candidate must be a quick learner with exceptional customer service skills A pro-active mind-set 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 Salary:
$65,000 - $80,000 a year
#J-18808-Ljbffr