Help Desk Support Technician

Ready to Level Up Your Tech Career? Join the Surge at FORTIS!

Are you a tech-savvy problem solver tired of the same old "reboot and pray" routine? If you’re looking for a place where your hunger for knowledge is matched by a fast-paced, high-growth environment, you just found your new home.

FORTIS isn't just another Managed Service Provider—we are a rapidly expanding team dedicated to delivering elite technical solutions. We don’t just close tickets; we build the digital backbone for businesses across the region.

Job Summary

Under general supervision of the Service Desk Manager, this position plays a key role in solving customers technical problems and providing excellent customer service. Most support is provided via remote management tools but may require onsite presence to resolve open issues.

RESPONSIBILITIES

• Act as the first point of contact for end users experiencing issues.
• Using remote tools, troubleshoot basic computer, network and application issues for end users.
• Diagnose and resolve user software issues, printing, email, internet, wireless and local area network access problems
• Provide technical support and troubleshooting for a wide range of Windows operating system issues
• Install and upgrade Windows OS
• Perform system diagnostics, log analysis, and event viewer review to pinpoint root causes of Windows-related problems.
• Provide friendly, courteous, and quality support to all users.
• Respond to incoming telephone calls, voicemail, emails, and/or chat for assistance from users.
• Configure and deploy Printers / MFPs.
• Accurately document all client interactions, inquiries, and reported issues within the PSA system, ensuring completeness and clarity.
• Create new support cases in the PSA, populating all required fields with relevant information.
• Categorize and prioritize incoming requests and issues within the PSA, adhering to established service level agreements (SLAs) and internal guidelines.
• Route or escalate tickets accurately to Engineering or Account Managers as needed.
• Stay current on and adhere to established policies, procedures, and documentation.
• Set up new user accounts.
• Ensure the confidentiality and security of all information.
• Duties may include site visits to customer locations.

KNOWLEDGE REQUIREMENTS

• Working knowledge of a wide range of Windows operating systems
• Desktop App experience installing and supporting MS Office, GSuite, AV clients, Browsers, Adobe
• Foundational understanding of printer/file sharing and access permissions
• Foundational technical knowledge of PCs, networking, routers, and TCP/IP, DNS, DHCP
• Experience with configuring VPN clients
• Basic experience with PC hardware, part replacements/installs, hard drive swaps, etc

SKILL REQUIREMENTS

• Excellent written and verbal communication skills.
• Strong customer service skills.
• Strong problem-solving skills and decision-making ability.
• Ability to learn and apply technical information in a fast-paced, demanding work environment.
• Ability to follow policies and procedures; attention to detail.
• Ability to prioritize service tickets by urgency.
• Ability to handle a large call volume.
• Ability to accurately track time and services performed during the course of the day.
• Strong enthusiasm and desire to learn.

EXPERIENCE REQUIRED

• High School Degree (some college or completion of Technical School preferred)
• 2 to 5 years experience in Help Desk/Technical Support role, Customer Service, or similar position and/or a Degree in a related field.

CONSIDERED A PLUS

• Experience configuring managed switches and routers
• Entry level CompTIA Certifications preferred.
• Familiarity with MikroTik, SonicWall, or Meraki routers
• Experience with Connectwise PSA, RMM, ScreenConnect
• Knowledge of VoIP and Unified Communications technologies.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $20 - $22