Help Desk Technician Level 2

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We are seeking a dedicated and knowledgeable Help Desk Technician to join our IT support team. The ideal candidate will be responsible for providing exceptional technical support to end-users, ensuring that all issues are resolved efficiently and effectively. The Help Desk Technician (Level 2) is the escalation point for junior team members managing complex IT systems like customer LAN’s, WAN’s, Routers Firewalls, server application and technology environments where little or no documentation exists. This position is also responsible for mentoring and training other members of the team. This role requires strong problem-solving skills, a customer-focused attitude, and the ability to work collaboratively within a team environment.

Essential Duties and Responsibilities include, but are not limited to:

• Resolve incoming support requests related to hardware/software troubleshooting, connectivity, user permissions, account settings, servers, firewalls, networking, and various other IT related issues.
• Complete all SI tickets assigned in ticketing queue, following all company policies and procedures.
• Create thorough, clear, and comprehensive documentation for all completed work.
• Ensure clients are updated on the status of their support requests at all times.
• Address and resolve client support requests by troubleshooting, researching, and consulting with other team members and/or departments as needed.
• Follow Data-Tech’s SI Escalation process to resolve high-level support issues.
• Document incident resolutions and update Knowledge Base (KB).
• Create a positive customer service experience from start to finish, ensuring our clients are 100% satisfied with every interaction.
• Reset client passwords in active directory and/or Office365.
• Creating new users in active directory and office365.
• Assign members licenses office apps and assigning to groups, shared mailboxes, and distribution lists.
• Configuring workstations for use as per client request.
• Performing maintenance duties on workstations such as clearing space on hard drives or troubleshooting performance issues.
• Checking/adjusting server resources to resolve issues with performance.
• Troubleshooting hardware issues. Monitors, docking stations, USB devices, phones, fax machines, printers, scanners.
• Providing Triage for clients on 3rd party software issues.
• Troubleshoot various problems within Microsoft OS and office products.
• Whitelisting/blacklisting websites in Sophos firewall.
• Spam/phishing email remediation for clients.

Requirements

• Minimum of 2 years in a Help Desk role or 1 year in an MSP Help Desk role required.
• Proficiency in troubleshooting various operating systems (Windows, macOS, Linux).
• Strong understanding of computer hardware components and their functionality.
• Experience with DNS configurations and TCP/IP networking principles.
• Familiarity with help desk operations and ticketing systems.
• Excellent customer service skills with the ability to communicate technical information clearly to non-technical users
• Ability to work independently as well as part of a team in a fast-paced environment.
• A clean 7-year criminal background check is a requirement for this position.
• High School Diploma and 4+ years of relevant experience.
• Associate degree and 1+ year of relevant experience.

If you are passionate about technology and enjoy helping others solve their technical problems, we encourage you to apply for this exciting opportunity as a Help Desk Technician!

Physical Requirements and Working Conditions: Must possess the mobility to work in a standard office setting (on site or off), and to use standard office equipment, including a computer, concentration to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 50 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and/ or over the telephone. Must be able to sit/stand for extended periods of time. Must be able to drive a motorized vehicle.

Employee Benefits: We take immense pride in our employees and recognize the value that you bring to the company. Therefore, we aim to provide the best compensation and benefits possible to fulfill your needs and expectations and to help you maintain a comfortable work-life balance. As a full-time employee here, you will be eligible for the following benefits and perks (waiting periods may apply):

 Paid Time Off (PTO begins accruing on day 1; redeemable after 30 days)

 401K Contribution Plan (we match 100% up to 4% of an employee’s annual salary)

 Individual and Dependent Medical Insurance (we pay 50% of individual Silver Tier coverage)

 Individual and Family Dental Insurance

 Individual and Family Vision Insurance

 Life Insurance (100% employer paid)

 Employee Assistance Program

 Paychex Flex (Access and edit direct deposit info, pay stubs, health & benefits anytime, anywhere)

 Flexible Spending Account

 Employee Recognition Program

 Professional Development Program and Employer Sponsored Training/Cerrtifications

Data Tech is an Equal Opportunity Employer. We do not discriminate on the basis of race/color/religion/sex/national origin/veteran status/disability/age/sexual orientation/gender identity/marital status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person