What are the responsibilities and job description for the Helpdesk Operations Technician position at EOS?
POSITION OVERVIEW:
The Helpdesk Operations Technician acts as the primary user-facing support staff for IT. In this role you will enthusiastically teach internal users how to best interact with and utilize technology; providing support as needed via face to face interaction, chat, email, and video calls.
WHAT YOU’LL DO:
- Provide in-person walkup IT Helpdesk assistance to client employees, contingent workers, and visitors
- Provide technical assistance and support related to computer systems, hardware, and software
- Respond to queries, run diagnostic programs, isolate problems, and fix or escalate issues as required
- Provide technical assistance and support for the following software platforms: Office 365, Zoom, Slack, Lucidchart, 1Password, Confluence, JIRA, Adobe CS
- Troubleshoot Mac OS and iOS user hardware
- Update internal and external documentation
- Hours of work Monday-Friday from 8:30am to 5:30pm
- Manage a queue of Jira tickets with expectations to respond/resolve tickets within predetermined SLA with 90% success rate
- Maintain average CSAT of 4.5 or higher
- Completing other technical projects and tasks as needed
- Provide Tier 1 and 2 AV support and break fixes as needed
WHAT YOU NEED TO SUCCEED:
- 2 years of experience as an IT Support Engineer, Analyst, or Administrator
- Be empathetic, humble, and possess a strong focus on customer service
- Possess outstanding interpersonal and communication skills
- Maintain strong working knowledge of Google Workspace, Slack, Zoom, JIRA, Confluence, Dropbox, or similar cloud providers
- Possess strong working knowledge of Atlassian systems (JIRA and Confluence)
- Strong knowledge of Mac OS and iOS platforms
- Ability to work individually and within a team
- Undergraduate degree in a technical field
- Strong organizational and managerial skills and detail-oriented work ethic
- Flexibility to work outside of standard work hours to accommodate special projects
- Must speak fluent English
Additional Information
The EOS Group recognizes the responsibilities it has to its customers, suppliers & employees.
At EOS, so far as is reasonably practicable, it is our responsibility to ensure the health, safety, and welfare of our employees at work as well as taking all reasonable steps to ensure that anyone affected by our business, including visitors and service users, are not exposed to risks.
That’s why all offers of employment are contingent on the candidate showing proof of being fully vaccinated against Covid 19 to pass the pre-employment requirements.
Individuals with medical issues or religious beliefs or practices that prevent them from getting the vaccine may request an exemption from the vaccine requirement.
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit
