Advanced IT Help Desk Engineer — After-Hours Flex

SUPRANATURALS LLC; Springville (UT); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

SUPRANATURALS LLC is seeking a Help Desk Engineer to provide advanced IT service desk support, troubleshoot end-user issues, and escalate when needed. You will manage ticket queues, document resolutions, and share knowledge with the team.

Responsibilities include maintaining a consistent desktop environment, assisting with IT assets, and supporting remote clients as required. The role requires strong customer service, problem-solving, and the ability to work after hours when necessary.

Qualifications

• 1+ year’s computer service or support related work experience
• Excellent customer service and interpersonal communication skills
• Expert troubleshooting and problem-solving skills
• Excellent understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices and networking concepts
• Knowledge and experience with operating systems and protocols used within organizations these include: Windows 10, Apple OSX, Linux, TCP/IP, FTP, etc
• Basic understanding of backup software for imaging machines
• Knowledge of Malware, Antivirus, and host firewalls
• Be able to troubleshoot hardware, operating system, application, and network issues
• Must be a quick learner and a self-starter
• Ability to multitask and work with minimal supervision
• Knowledge of CAT5E/CAT6 and fiber optic cable handling and standards is a plus

Responsabilités

• Promptly arrive to work on-time with a positive attitude
• Flexible to work after hours and weekends as needed
• Receives, prioritizes, responds to and resolves or escalates support requests
• Manages support requests and ticket queues within the Service Desk ticketing system
• Manages end user expectations throughout the support process
• Documents complex problem resolutions in the IT wiki/knowledgebase
• Provides advanced end-user training as needed and encourages use of self-help IT resources
• Provisions common IT assets, such as computers, mobile devices, printers, phones, etc.
• Maintains a consistent desktop environment across all managed computers
• Updates asset management records to reflect the procurement, assignment, recovery and retirement of fixed IT assets
• Assists with periodic IT and other departmental projects as needed
• Provides and manage support requests to remote clients
• Performs preventative maintenance, including checking and cleaning of computers, printers, and peripherals
• Assists in managing IP phone services, including directory numbers, department call flows and voicemail
• Assists in requirements gathering for new software, equipment and processes
• Recognizes recurring support request trends and recommends problem resolutions
• Identifies opportunities for improving IT services
• Ability to collaborate with others and work in a team environment as a team player
• Ability to work independently without supervision

Connaissances

Customer service

Interpersonal

Troubleshooting

Hardware & software

Windows 10

macOS

Linux

Networking basics

TCP/IP

Malware/AV/firewalls

Backup software

Self-starter

Team player

Multitask

Description du poste

SUPRANATURALS LLC is seeking a Help Desk Engineer to provide advanced IT service desk support, troubleshoot end-user issues, and escalate when needed. You will manage ticket queues, document resolutions, and share knowledge with the team.

Responsibilities include maintaining a consistent desktop environment, assisting with IT assets, and supporting remote clients as required. The role requires strong customer service, problem-solving, and the ability to work after hours when necessary.