About the Job

The Help Desk Technician provides daily support to client inquiries and work requests relating to issues/concerns of IT related systems. They will assist in handling troubleshooting, and resolving tickets as they are submitted into the ticketing system. 

Responsibilities

  • Monitor and identify issues and escalate appropriately

  • Provide phone support and remote troubleshooting for hardware and software support

  • Monitoring departmental phone and email workloads to ensure Service Levels are achieved

  • Possesses the ability to complete multiple simultaneous tasks in a timely manner

  • Provide leadership during service disruptions

  • As a member of the Help Desk team, leads by example in the daily carrying out of Help Desk responsibilities

  • Assists manager and other team members in maintaining documentation

  • Image and deploy PCs and laptops to users

  • Helps with keeping enterprise managed applications up to date (Anti-Virus, Web Filtering, Patch Management, Spam Filtering, etc.)

  • Participate in scheduled monthly maintenance during off-peak hours and occasional off-business hours

  • Helps to ensure that daily backups are performed and completed without error, provide timely data restores when necessary and manage off-site backups

  • Proactively identify opportunities for continuous improvement.

Qualifications

  • Preferred Education:

    • Associates degree or higher related to Information Technology preferred

  • Preferred Work Experience (years):

    • 0-2 years of experience associated with the technical support of PC Hardware, Windows OS, and standard desktop applications such as word processing, e-mail, and virus protection

    • Previous Windows Server OS, Exchange, Active Directory, Remote Monitoring and Management Tools, ticketing system experience preferred

  • Key Skills and Competencies:

    • Able to multi-task while working under pressure and meeting deadlines

    • Excellent communication skills

    • Analytically inclined with attention to detail and accuracy

    • Strong problem solving skills

    • Strong organizational skills

    • Ability to work independently

    • Good interpersonal skills

    • Excellent time management skills

    • Candidate must be able to follow defined procedures and have a fine attention to detail

Interested? Send your cover letter and resume to careers@winsorgroup.com.