Help Desk Engineer - 46Solutions

Elliot Services; Lexington (KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Short-Term Disability

Long-Term Disability Insurance

Company Paid Life Insurance

Voluntary Life Insurance

401K with company match

Employee Stock Ownership Program

Paid Vacation

Job summary

46Solutions, a division of Davis H. Elliot Company, seeks a Help Desk Engineer to deliver enterprise IT support in Lexington, KY. You will diagnose software/hardware problems, assist with OS configuration, and guide clients through steps via phone, email, or chat.

You must have a relevant degree and may hold IT certifications; after-hours support from home or office and travel within reasonable distance to the Lexington office may be required.

Qualifications

• Proven work experience in technical support or IT help desk roles.
• Hands-on experience with Windows, Linux and macOS environments.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop tools and help desk software.
• Ability to provide clear written and verbal instructions.
• Must be able to pass criminal background check and drug screening.

Responsibilities

• Provide enterprise-level assistance to customers and diagnose software/hardware issues.
• Configure operating systems and assist with application installation.
• Resolve network issues and use remote support to assist users.
• Communicate with clients via phone, email, or chat; escalate as needed.
• Log issues accurately and track them through to resolution.
• Prepare reports and document technical knowledge for manuals.

Skills

Effective communication

Problem solving

Growth mindset

Customer support experience

Diagnose and troubleshoot

Remote desktop familiarity

Help desk software

Windows/Linux/Mac OS

Education

Associate or Bachelor’s Degree

Tools

Remote desktop applications

IT help desk software

Job description

46Solutions is a division of Davis H. Elliot Company, specializing in IT services, consulting, Cyber Security, and Audio / Video integration services. 46Solutions is seeking the following:

Job Description

We are looking for a Help Desk Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Help Desk Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT, or Software Engineering.
Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues, and can explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Some job duties include (but are not limited to):

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Other duties as assigned
• Some after-hours response from home or return to office (nights and weekends) is also required. Employee will need to be within a reasonable distance to the Lexington office.

Qualifications

• Aptitude and Appetite to excel as a long-term member of our team
• Effective communication skills via phone and email
• Desire to grow and learn new skills and technologies
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Ability to provide step-by-step technical help, both written and verbal
• Industry certifications are a plus
• Associate or Bachelor’s Degree a plus
• Must be able to pass criminal background check and drug screening

46Solutions continues to grow its share in the Kentucky market. Our professional approach to providing Enterprise-level IT services to small businesses in Lexington continues to receive a huge response. We believe in growth opportunities, continuing education, a team approach, and Servant Leadership. Some of the benefits we offer our team include:

• Short-Term Disability and Long-Term Disability Insurance
• Company Paid Life Insurance w/ additional Voluntary Life Insurance
• 401K w/ company match
• Employee Stock Ownership Program
• Paid Vacation

Equal Opportunity Employer, including disabled and veterans.