What are the responsibilities and job description for the Help Desk Support Technician position at NuAxis?
Job Summary:
The Help Desk Support Technician provides support to a distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals.
Requirements:
Support responsibilities include software installation, and configurations. This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages. Job duties require the technician to:
- Install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs. Perform system upgrades and maintenance.
- Troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
- Responding to phone calls, emails, and direct customer contacts.
- Entering and managing technical support incidents in a ticketing system.
- Troubleshooting, identifying, and resolving problems
- Escalating problems to appropriate systems engineers.
- Technicians shall be proficient in troubleshooting and resolving Tier 1 support issues via phone, email, remote desktop and on site.
- Technicians are responsible for resolving issues and maintaining customer contacts according to a specified service level. Should be able to resolve the following client issues via telephone:
- Active Directory (AD)
- AD password resets
- Mobile Device Management (iOS devices)
- Network connectivity. Troubleshoot (remote) network issues with local LAN\WAN and desktop\laptop\network devices using the Command Prompt and other tools.
- Remote Desktop\Bomgar remote support.
- VPN system knowledge.
- knowledge of imaging techniques including PXE boot imaging.
- Provide on-site customer support and training.
- Assist end users of applications software operating systems including Windows 10 and future versions of Microsoft Windows personal computers and laptops. Apple devices are also supported. The contractor should have knowledge of standard COTS, installation software troubleshooting and support including Office 365, and Adobe Acrobat DC. Maintain any pertinent documentation.
- Enter all support into a ticketing system for tracking
- Perform manual antivirus scan of desktop/laptop after malicious incident notification.
- Notify of any unresolved user problems, outstanding trouble calls or other areas of concern.
- Receiving equipment deliveries from vendors, maintaining inventory and accounting for deliveries, assisting with updating equipment records and imaging systems.
- The technicians will also assist with preparing equipment for shipment and tracking the equipment through delivery to the customer.
Job Types: Full-time, Contract
Salary: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Work Location: One location