Help Desk Technician

Socket.dev; Kentucky; Hybrid; USD 40,000 - 50,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Paid Time Off (Vacation, Sick & P

Work From Home

Wellness Resources

Job summary

Socket.dev is seeking a Help Desk Technician to deliver first-level technical support for internal and external clients. You will diagnose hardware, software, and connectivity issues and document interactions in our ticketing system.

You will monitor security tools and escalate complex problems while promoting best practices for IT security. The role emphasizes clear communication, customer focus, and teamwork in a fast-paced environment.

Qualifications

• Experience as a Help Desk Technician or similar IT support role.
• Strong knowledge of computer systems, networks, and security protocols.
• Familiarity with Windows, Linux, and macOS.
• Experience with remote desktop applications and help desk software.

Responsibilities

• Provide first-level technical support to internal and external clients via phone, email, and remote access tools.
• Diagnose and resolve issues related to computer hardware, software, and network connectivity in a timely manner.
• Document all support interactions and maintain detailed records in the ticketing system.
• Assist in monitoring network security tools and respond to alerts to prevent potential security breaches.
• Escalate unresolved technical problems to higher-level support or specialized teams as required.
• Educate users on best practices for computer and network security to minimize vulnerabilities.
• Participate in the deployment, configuration, and maintenance of IT equipment and security software.

Skills

Troubleshooting

Customer service

Communication skills

Team collaboration

Problem-solving

Tools

Remote desktop tools

Ticketing system

Operating systems (Windows, Linux, macOS)

Job description

We are currently seeking a dedicated and skilled Help Desk Technician to join our dynamic team. The ideal candidate will play a crucial role in delivering top-notch technical support and troubleshooting services, ensuring that our clients experience minimal downtime and maximum system performance. This position offers the opportunity to work in a fast-paced environment where your expertise will directly contribute to the security and efficiency of critical IT infrastructures. As a Help Desk Technician you will be the first point of contact for clients experiencing technical difficulties, and you will be responsible for diagnosing and resolving issues related to network security, hardware, software, and connectivity. You will collaborate closely with other IT professionals to escal... more complex problems and to develop proactive measures that enhance system reliability. We value problem solvers who demonstrate excellent communication skills, a strong customer focus, and a passion for staying current with the latest industry trends and technologies. Join us to advance your career in a company that prioritizes innovation, security, and exceptional service delivery.

Responsibilities

• Provide first-level technical support to internal and external clients via phone, email, and remote access tools.
• Diagnose and resolve issues related to computer hardware, software, and network connectivity in a timely manner.
• Document all support interactions and maintain detailed records of problems and solutions in the ticketing system.
• Assist in monitoring network security tools and respond to alerts to prevent potential security breaches.
• Escalate unresolved technical problems to higher-level support or specialized teams as required.
• Educate users on best practices for computer and network security to minimize vulnerabilities.
• Participate in the deployment, configuration, and maintenance of IT equipment and security software.

• Proven experience as a Help Desk Technician or similar role in the IT support field.
• Strong knowledge of computer systems, networks, and security protocols.
• Familiarity with common operating systems such as Windows, Linux, and macOS.
• Experience with remote desktop applications and help desk software.
• Excellent problem-solving skills and ability to perform under pressure.
• Strong interpersonal and communication skills to effectively assist users with varying technical knowledge.
• Ability to work independently and as part of a team in a fast-paced environment.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home
• Wellness Resources