Match score not available

Help Desk Technician - DC

Remote:

Hybrid

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Washington (US)

Offer summary

Qualifications:

4+ years experience in Microsoft Domain, Excellent oral and communication skills, Experience with Microsoft Office Suite, General knowledge of help desk ticketing systems, Strong technical problem-solving skills.

Key responsabilities:

Provide exceptional customer service to users
Analyze troubleshooting all levels of IT issues
Document and track technical issues for resolution
Assist in computer hardware and software setup
Perform phone, AV and mobile support

hatch I.T. Human Resources, Staffing & Recruiting TPE https://www.hatchit.io/

11 - 50 Employees

See more hatch I.T. offers

Job description

hatch I.T. is partnering with Neovera to find a Help Desk Technician. See details below:

About the Role:

Under the direction of the Manager, Systems Engineering, the Help Desk Technician will provide second level phone and in-person support to users for e-mail, connectivity, networking, operating system, and application issues; responsible for generating support tickets, troubleshooting IT related problems and escalating trouble tickets as necessary to specialized staff for resolution. The Help Desk Technician will also participate in project-based work such as upgrades, installations, etc. and must be effective in interpersonal communication and problem solving.

About the Company:

Neovera is a trusted provider of complex hosting solutions, leveraging over a decade of unmatched technical expertise in IT consulting and infrastructure managed services. Headquartered in Reston, Virginia, Neovera’s clients range from start-up and non-profit organizations, to global media, distance-learning, and financial institutions. Our goal is to assist clients in achieving superior return on their investment with the optimization and management of high-availability IT infrastructure solutions.

Benefits:

The overall well-being of our employees and their families is important, and Neovera provides many valuable benefits, programs and tools to help manage the various phases, developments, and priorities in your life which include:

• Medical and dental insurance coverage

• FSA- health and dependent care expenses

• Telecommuting and work-life balance

• Life insurance

• Short and long-term disability insurance

• Generous paid time off (vacation, sick, floating holidays)

• 401(k) retirement plan

• Competitive base salary

Essential Duties and Responsibilities:

Provide exceptional customer service to all users

Respond to inquiries and requests for assistance from end users via telephone, email and ticketing system

Analyze/troubleshoot all levels of desktop, application and network issues (Tier 1 and 2).

Document, track and monitor technical issues to ensure timely resolution

Document changes in IT inventory and asset management systems

Provide timely and thorough input for regular status reporting

Provide computer hardware and software setup, repair, upgrading, and troubleshooting

Perform add/modify/delete of user profiles and accounts

Assist in help desk documentation

Phone/AV support

Mobile support for wireless devices

Perform other duties and special projects as required

Qualifications:

Excellent oral and communication skills (client-facing)

4+ years of relevant work experience administering a Microsoft Domain, Windows Servers, Exchange administration, and other mission critical enterprise level systems

Experience with Microsoft Office Suite, Windows 7/10 OS, PC hardware support, Antivirus Software, Imaging.

General knowledge of Help Desk ticketing systems

Experience developing process and procedures for end-user instructional use

Candidate must be a quick learner with exceptional customer service skills

A pro-active mind-set with a focus on constant improvement and follow through at all levels

Strong technical problem-solving skills

In depth knowledge of the Microsoft Office suite products.

Ability to take ownership of issues, work independently or escalate as needed, and find creative ways to resolve problems.

Other desired knowledge, skills or attributes:

Experience supporting users in an Office 365 organization a plus

Experience in working with or for an MSP

Curiosity and strong desire to constantly learn