Alcala Consulting Inc
Help Desk Technician Level 1
Alcala Consulting Inc, San Antonio, Texas, United States, 78208
As a Help Desk Level 1 Technician at Alcala Consulting, you will play a critical role in ticket diagnostics and resolution. You will be responsible for managing the flow of client issues through a ticketing system in ensuring that tasks and issues are resolved per client requirements.
What you will do:
Technical Role:Close 15 tickets per dayOnboard and offboard our client's employeesTransfer files and settings from and old laptop to a new laptopWipe laptops that employees will purchaseSet up new laptops and desktops for clientsTroubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.Perform password resets.Update distribution lists in Microsoft 365 and Google WorkspaceCreate shared mailboxes in Microsoft 365 and Google Workspace.Install applications for clients as neededInstall printer driversTroubleshoot printer and or scanner issuesTroubleshoot internet connectivity issuesProvision phone extension as needed with VoIP providersUpdate holiday greeting schedules in phone systems as needed.Help users with VPN connection issues.Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.Allow websites through web filtering solutionsAllow applications through our application control solutionTroubleshoot backup jobs for desktop, laptops, and servers.Troubleshoot Windows and Mac OS updates.Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.Internal Role:Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.Train new team members on tools usage, SOPs and policiesWrite one SOP per weekSecurity Role:Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.Requirements
2+ years' experience in a help desk working for a managed IT services provider.2+ years' experience in working with MSP tools (ITSM, PSA, RMM, etc.)Strong attention to details and commitment to deliver accurate results.Effective English communication skills for client facing tasks.US CitizenshipValid driver's licenseReliable transportation
Benefits•Paid Medical, Dental, Vision, and Life Insurance•Paid Holidays•Paid Time Off•401K Matching
What you will do:
Technical Role:Close 15 tickets per dayOnboard and offboard our client's employeesTransfer files and settings from and old laptop to a new laptopWipe laptops that employees will purchaseSet up new laptops and desktops for clientsTroubleshoot application issues for clients such as Microsoft Office, Adobe, Autodesk AutoCAD, Slack, Zoom, Corel Suite, Nitro PDF, etc.Perform password resets.Update distribution lists in Microsoft 365 and Google WorkspaceCreate shared mailboxes in Microsoft 365 and Google Workspace.Install applications for clients as neededInstall printer driversTroubleshoot printer and or scanner issuesTroubleshoot internet connectivity issuesProvision phone extension as needed with VoIP providersUpdate holiday greeting schedules in phone systems as needed.Help users with VPN connection issues.Help users who are having trouble connecting to terminal server or a Microsoft Azure Virtual desktop.Allow websites through web filtering solutionsAllow applications through our application control solutionTroubleshoot backup jobs for desktop, laptops, and servers.Troubleshoot Windows and Mac OS updates.Document the resolution section of every ticket with proof of work, i.e. a description and screenshot of every task performed.Develop scripts with our AI tools to automate repetitive tasks such as application installation, printer driver installation, employee onboarding and offboarding.Internal Role:Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and solutions.Train new team members on tools usage, SOPs and policiesWrite one SOP per weekSecurity Role:Follow security protocols to protect sensitive data and ensure compliance with company policies and regulations.Requirements
2+ years' experience in a help desk working for a managed IT services provider.2+ years' experience in working with MSP tools (ITSM, PSA, RMM, etc.)Strong attention to details and commitment to deliver accurate results.Effective English communication skills for client facing tasks.US CitizenshipValid driver's licenseReliable transportation
Benefits•Paid Medical, Dental, Vision, and Life Insurance•Paid Holidays•Paid Time Off•401K Matching