Help Desk Support Technician

ThinkSecureNet, LLC; Lewes (DE); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

401K with employer match

Profit sharing plan

Competitive wages

Health Care Coverage

Paid time off

Employer sponsored events

Job summary

ThinkSecureNet, LLC in Lewes, DE is seeking a Help Desk Technician to support our office. You will install and maintain desktops, applications and related technologies, and provide end-user support through our ticketing system.

The role emphasizes problem-solving, strong communication, and a solid grasp of hardware, software and networking. Tiered responsibilities include initial triage through complex problem resolution, with teamwork and a customer-focused approach.

Qualifications

• Tier I requires <2 years of work experience and may require an associate’s degree or coursework in a technical field.
• Tier II requires 2–4 years of work experience and may require a bachelor’s degree or a two-year degree with equivalent work experience.
• Tier III requires 4+ years of help desk experience and related degree/certification.

Responsibilities

• Install and maintain desktop computers, applications and related technologies.
• Provide end-user support for all computer and communications systems, networking and server-side maintenance.
• Troubleshoot and replace hardware, drives, memory and other peripherals; install operating systems on desktops and notebooks.
• Use the help-desk ticket system to track and resolve issues.
• Handle a large number of calls and tickets and assist users at all levels.
• Tiered escalation from Tier I to Tier III as needed; decide if on-site visit is required.

Skills

Problem-solving

Communication

Interpersonal skills

Teamwork

Patience

Customer-focused

Technical understanding

Hardware

Software

Networking

Education

Associate degree or coursework in technical field

Tools

Ticketing system

Job description

We are seeking a self-directed and highly detail oriented individual to join our team as a Help Desk Technician. This role will support our client database at our Lewes, DE office location.

Duties/Skills:

All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being support.

• Responsible for installation and maintenance of desktop computers, applications and related technologies.
• Responsible for end user support for all computer and communications systems, networking and server-side maintenance.
• Applicant must provide professional, prompt and courteous end user assistance for all computing devices and applications.
• Troubleshoot and replace hardware, hard drives, memory, and other networking peripherals. Install operating systems, reload, desktops and notebooks.
• Work with help-desk ticket system to track and resolve issues.
• The qualified applicant must have the ability to handle a large number of calls and tickets and the ability to work with users of all levels.
• An eager and helpful attitude is a must. Work is performed with little supervision and requires initiative and judgment.
• Tier I - Taking initial telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
• Tier II - Resolving more complex issues requiring detailed systems and application knowledge; these issues have been escalated from Tier I; Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
• Tier III - Researching and resolving the most difficult and complex problems that other help desk levels have been unable to resolve; Analyzing and identifying trends in issue reporting and devising preventive solution; Mentoring other help desk personnel on hardware and software problem analysis and resolution

BENEFITS:

• 401K with employer match
• Profit sharing plan
• Competitive wages
• Health Care Coverage
• Paid time off
• Employer sponsored events

POSITION TYPE:

Full-Time/Regular

Requirements

REQUIRED EXPERIENCE:

• Tier I - An entry-level position, normally requires less than (2) years of work experience and may require an associate’s degree or completion of coursework at a technical
• Tier II - Require (2) to (4) years of work experience and may require a bachelor’s degree or a two- year degree and additional, equivalent work experience in a help desk setting.
• Tier III- Require four or more years of help desk experience, may require a bachelor’s degree in computer science or a related field, and/or professional certification.

PHYSICAL:

The employee is required to stand; walk and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

ADDITIONAL GUIDELINES:

• 18 years of age or older.
• Able to provide proof of US Person Status