Help Desk Engineer - 46Solutions

Davis H. Elliot Company, Inc.; Lexington (KY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Short-Term Disability

Long-Term Disability Insurance

Company Paid Life Insurance

Voluntary Life Insurance

Job summary

46Solutions, a division of Davis H. Elliot Company, is seeking a Help Desk Engineer to provide enterprise-level IT support to our Lexington area clients.

You will diagnose and troubleshoot software and hardware problems, install applications, and guide customers through solutions. Responsibilities include resolving network issues, configuring operating systems, using remote desktop, and communicating clearly via email or phone.

Qualifications

• Experience diagnosing and troubleshooting software and hardware issues.
• Experience with Windows/Linux/Mac operating systems.
• Ability to provide clear written and verbal instructions.
• Criminal background check and drug screening may be required.

Responsibilities

• Diagnose and troubleshoot software and hardware problems for enterprise customers.
• Assist customers with installation of applications and programs.
• Diagnose network issues and configure operating systems.
• Use remote desktop connections to provide immediate support.
• Communicate solutions via email, phone, or chat.
• Log all issues and escalate unresolved ones to internal teams.
• Prepare reports and maintain knowledge base notes.
• Be able to work after-hours from home or office within reasonable distance to Lexington.

Skills

Technical Support

Desktop Support

Windows/Linux/Mac OS

Remote Desktop

Communication

Troubleshooting

Documentation

Education

Associate or Bachelor's Degree in IT or related field

Tools

Remote Desktop Software

Help Desk Software

Email/Phone Support

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:

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 elevate 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