Help Desk Technician — Fast-Paced IT Support & Growth

Vantage West; Tucson (AZ); On-site; USD 29,000 - 38,000; Full time

Benefits offered by this job

Health Coverage

401k Plan

Paid Time Off

Tuition Reimbursement

Job summary

Vantage West is seeking a Technical Support Help Desk professional to be the first point of contact for end users, providing initial IT support and troubleshooting. You will triage issues, document details in the service desk system, and resolve problems on first contact whenever possible.

The role requires located in or around Tucson, AZ to regularly work at our Corporate Office and offers a hourly pay range with experience-based final salary.

Qualifications

• Knowledge of Windows operating system interface and software usage.
• Knowledge of technical terminology as it applies to a networked computing environment.
• Ability to listen carefully while simultaneously analysing and documenting technical problems.
• Ability to work in a fast-paced production environment and to prioritise varied technical issues.
• Ability to translate reported issues into clear, concise language for documentation, while demonstrating patience and understanding.

Responsibilities

• Triages issues and service requests via phone, email or chat as required while providing first level troubleshooting and analysis.
• Escalates issues to appropriate second- and third-level subject matter experts in accordance with service level agreements and follow up on incidents when appropriate.
• Creates and maintains FAQ documents, knowledge articles and user guides for support purposes.
• Provides how-to assistance on all internally supported devices, applications and systems.
• Performs basic system administration, such as password reset, account creation and account deletion.
• Trains local users on computer related issues -- for example, virtual private network access.
• Stays informed of trends in computer hardware and software, troubleshooting, automation technologies and other business changes that could affect service and support.
• Works to support key service level goals, including end user satisfaction, average talk time and first contact resolution rate.
• Performs other duties as assigned.

Skills

Windows knowledge

Networking terminology

Analytical listening

Fast-paced environment

Clear communication

Job description

Vantage West is seeking a Technical Support Help Desk professional to be the first point of contact for end users, providing initial IT support and troubleshooting. You will triage issues, document details in the service desk system, and resolve problems on first contact whenever possible.

The role requires located in or around Tucson, AZ to regularly work at our Corporate Office and offers a hourly pay range with experience-based final salary.