ID#: d872916865131001e9b96c5ffc780001
Category: MSC Jobs
Position Type: Full time


The Help Desk Technician evaluates incidents, coordinates efforts between support center functions, implements resolutions, and ensures technology solutions appropriately serve the field team members.

Key Responsibilities:
•    Receive incidents and requests via phone, email, messages, and ITSM platform
•    Evaluate issues and identify resolutions related to PCs, Laptops, IP telephony, mobility devices, & software
•    Identify recurring or enterprise wide inefficiencies or issues requiring further evaluation
•    Install, configure, and maintain various hardware and software supporting branch operations
•    Image, configure, make-ready, and repair desktops, laptops, cell phones, and desk phones
•    Develop knowledge base articles and end user training material
•    Perform team member training on software and hardware technologies
•    Perform on-site/deskside support and trouble shooting
•    Escalate severity 1 issues to appropriate teams and leadership for resolution
•    Install, configure, and assign licenses for third party applications
•    Configure and modify devices such as IP telephones
•    Trouble shoot access, permission, and security related issues
•    Identify underutilized technology and opportunities to educate branch team members to maximize value
•    Assist with key enterprise initiatives and deployments to ensure program success
•    Remotely troubleshoot wired and wireless connectivity for LAN devices

Skill Set and Experience:

Minimum 2 years of experience administering and troubleshooting various technologies such as:

•    Windows 7 or 10 operating systems
•    Office productivity applications such as word, excel, and outlook
•    Installing, configuring, troubleshooting various third party software
•    Configuring and deploying PCs
•    Troubleshooting equipment wired and wireless connectivity
•    Troubleshooting chrome and IE browser issues
•    Audio/visual technologies
•    Collaboration and conference technologies
•    Strong ITSM experience

Relevant Certifications:
•    ITIL
•    Microsoft Certified Professional (MCP)
•    Comptia – A+, Server+, Net+, or security+
•    Apple Certified Support Professional (ACSP)
•    Microsoft 365 Certified – modern desktop support associate
•    Microsoft 365 certified – Fundamentals
•    MTA

Our commitment to excellent customer service is just part of our story.  We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.

All full-time associates are eligible for the following benefits:

  • Medical and Dental Insurance
  • Flexible Spending Accounts
  • Company-paid Life Insurance
  • Short Term Disability
  • 401(k) Plan
  • Paid Time Off (PTO) – plus paid holidays

Voluntary benefits:

  • Additional Life Insurance
  • Long Term Disability
  • Cancer/Accident/Heart/Stroke Insurance
  • Vision Insurance

We're an equal opportunity employer and we welcome diversity and inclusion! All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

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