Help Desk Technician I

SUMMARY:

An IT Help Desk Technician I provides fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. We support both Macs and PCs, BYOD, printer, faxes, copiers, business systems, etc.

Essential Duties and Responsibilities :

· Handle Tier 1 help desk escalations through e-mail, phone, or tickets

· Follow up on outstanding requests and ensure timely resolution

· Create accounts and configure hardware as part of on-boarding process

· Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

· Ask educated questions and listen to customers to determine root cause of issues

· Work through the problem-solving process with customers, empowering them to do the same in the future whenever possible

· Run diagnostic problems to resolve problems

· Direct unresolved issues to the next level of support personnel

· Support audio and video equipment in conference rooms

· Other duties may be added and/or assigned as needed

Knowledge and Skill Requirements:

· Associates or BSc/BA in IT, Computer Science, or related field

· Proven experience as a Help Desk Technician or other customer service role 1 year minimum required.

· Keen attention to detail, memory of patterns, and interest in problem-solving

· Proficiency in English, and Spanish as plus

· Windows 10, Mac OS X, Office365 and collaboration Apps

· Ability to communicate technical information, both verbal and written, to a wide range of end-users

· Knowledge about Active Directory, Exchange

· Mac and PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)

· Client PC connectivity - ethernet, TCP/IP, VoIP and VPN

· Share platform as OneDrive, SharePoint or Dropbox knowledge

· Strong customer service and troubleshooting skills

· 2 years+ experience working in a Windows environment

Bilingual English and Spanish a must (Speak, read & write)

Benefit Conditions:

• Waiting period may apply

Work Remotely

• No

Job Type: Full-time

Pay: $48,000.00 - $52,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Commute:

• Miami, FL (Required)

Ability to Relocate:

• Miami, FL: Relocate before starting work (Preferred)

Work Location: Multiple locations