IT Help Desk Specialist — Fast User Support

Trust Tech; Valparaiso (IN); On-site; USD 42,000 - 58,000; Full time

Job summary

Trust Tech is seeking a Help Desk Technician to provide 1st and limited 2nd level IT support for staff and clients from our Valparaiso office. The role involves issue tracking, resolution, escalation, and maintaining service quality across hardware, software, and applications.

Work hours are 40-45 per week with occasional after-hours work to minimize downtime. This salaried exempt position does not offer telecommuting and requires strong communication and customer service skills along with

Qualifications

• 3+ years of experience in end user support/help desk environment.
• Outstanding communication skills and the ability to provide IT services by telephone, email, face-to-face or virtually.
• Required industry certifications include any combination of - CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), ITIL Foundation
• Certifications associated with products & services offered by Trust Tech
• Advanced support/troubleshooting knowledge of Windows, ChromeOS, and iOS operating systems
• Basic to intermediate knowledge of TCP/IP networks, DNS, DHCP, firewall concepts and configuration
• Virtualization technologies (VMWare, Hyper-V) and cloud service concepts

Responsibilities

• Provide 1st level contact and problem resolution for all internal and external customers related to hardware, software and applications
• Actively monitor all IT services and address and/or elevate issues
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Assist in the creation and maintenance of Standard Operating Procedures for all repeatable scheduled tasks
• Create and maintain an inventory and check in/out procedures for Trust Tech hardware resources used by Professional Services staff
• Assist in the scheduling coordination of engineering staff
• Review and update Help Desk documentation as assigned
• Review and recommend modifications to procedures with management
• Gather, input and analyze data for regular reports distributed to internal and external customers
• Courteously obtain and convey concise problem information for internal and external customers
• Provide accurate and timely logging of problems and resolution for problems in the Service Order management system(s)
• Escalate problems as appropriate following established policies and/or procedures
• Act as a liaison between customers and engineering staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process
• Maintain in-depth knowledge of Help Desk supported products and services
• Testing and reporting results of testing conducted on new services and/or changes to existing services scheduled for release
• Work with management to identify available Help Desk training that will enhance and improve support delivered to customers
• Successful completion of training and certification requirements assigned by management.
• Additional duties as assigned

Skills

End user support

Communication skills

IT certifications

Education

Certifications (CompTIA A+/Network+/MTA/MOS/MCSA/ITIL)

Tools

Windows

ChromeOS

iOS

VMware

Hyper-V

DNS

DHCP

Firewall

Networking concepts

Job description

Trust Tech is seeking a Help Desk Technician to provide 1st and limited 2nd level IT support for staff and clients from our Valparaiso office. The role involves issue tracking, resolution, escalation, and maintaining service quality across hardware, software, and applications.

Work hours are 40-45 per week with occasional after-hours work to minimize downtime. This salaried exempt position does not offer telecommuting and requires strong communication and customer service skills along with