Help Desk Technician

Optimized IT; Cincinnati (OH); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Optimized IT is looking for a Help Desk Support Technician to handle Tier 1 support for their clients in an easy-going, hybrid office environment. Responsibilities include client troubleshooting, monitoring systems, and providing status updates. Candidates should have strong Windows OS knowledge and customer service skills.

Benefits

An easy-going environment and culture

Flexibility to work from home

A Stand-Up Desk and your own lego set on your first day!

Ongoing Training

Qualifications

• Strong knowledge of Windows Desktop Operating Systems.
• Strong knowledge of PC Hardware.
• Attention to detail and accuracy.

Responsibilities

• Provide Help Desk support and troubleshooting for client end-users.
• Actively monitor ticketing system for inbound client tickets.
• Remediate issues with customer’s workstation and/or software.

Skills

Windows Desktop Operating Systems

PC Hardware

Microsoft patching

Networking

Customer Service

Time Management

Multi-tasking

Attention to Detail

Job description

Optimized IT is regional in scope, providing Managed IT Services to small to mid-sized organizations including Business, Not-for-Profit, and K-12 markets. We are seeking a highly skilled Systems Administrator with good client communication skills and an appetite to solve problems.

Job Summary:

The Help Desk Support Technician will be primarily responsible for the Tier 1 level of support for Optimized IT and all Optimized IT’s clients. This role will also involve interaction with Optimized IT’s other support departments in times of escalation needs. On-call availability will be required. Technician will be competent in all facets of Desktop, PC Hardware, and Customer Service.

Functions/Responsibilities:

• Provide Help Desk support and troubleshooting for client end-users
• Actively monitoring Optimized IT’s ticketing system for inbound client tickets
• Remediating issues with Optimized IT’s customer’s workstation and/or software
• Proactive remediation of any issues discovered with services and/or products offered under the Optimized IT portfolio
• Provide continual status updates to customers regarding trouble tickets.
• Open internal trouble tickets on Optimized IT vendor hardware/software issues and assign to and work with appropriate groups to achieve resolution.
• Create trouble tickets for detected issues that are defined as “Out of spec”.

Desired Competencies and Skills:

• Strong knowledge of Windows Desktop Operating Systems
• Strong knowledge of PC Hardware and associated peripherals
• Strong knowledge of Microsoft patching Windows Desktop Operating Systems
• Some experience of Networking including Subnets, NAT, DHCP, DNS, etc.
• Experience with Microsoft Server is a plus
• Experience with Virtualization is a plus
• Experience with Firewalls is a plus
• Experience with macOS is a plus
• Attention to detail and accuracy
• Good time management skills and able to multi-task
• Excellent organization skills
• Ability to work well and communicate with all areas of the company as well as external customers and vendors
• Advanced PC/keyboard/navigation skills
• Highly motivated, energetic, self-starter
• Adaptable to change and able to work under pressure

Perks:

• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a hybrid office (Mon-Tues in office; Wed-Fri Work from home)
• A Stand-Up Desk and your own lego set on your first day!
• A Proactive Approach to Ongoing Training to help you develop life-long skills

Physical Requirements:

• Highly mobile position. May require lifting (up to 50 pounds) of computer, server or network equipment and related accessories.
• Writing and typing abilities required for computer functions.
• Requires standing, walking and driving a vehicle for extensive periods of time.