IT Help Desk Technician - 1st/2nd Level Support

Trust Tech; Valparaiso (IN); On-site; USD 42,000 - 56,000; Full time

Job summary

Trust Tech, LLC in Valparaiso, IN seeks a Help Desk Technician to provide 1st and limited 2nd level support for staff and clients. The role includes problem tracking, recording, resolution, and escalation of IT services, with an emphasis on timely, accurate communication and customer service. On-site position based at 213 S.

State Rd. 49, Valparaiso. Typical hours are 40–45 per week, Monday–Friday, with occasional outside-hours work to minimize downtime.

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 Trust Tech products/services
• Advanced support/troubleshooting knowledge of Microsoft Windows, ChromeOS, and iOS
• DNS, DHCP, TCP/IP networks; Firewall concepts; Switching, Routing concepts; Server 2008 R2+; Virtualization; Cloud concepts

Responsibilities

• Provide 1st level contact and problem resolution for hardware, software, and applications.
• Actively monitor IT services and address and/or escalate issues.
• Resolve as many user-reported problems as possible following procedures and policies.
• Assist in creating and maintaining SOPs for repeatable scheduled tasks.
• Create and maintain inventory and check in/out procedures for Trust Tech hardware.
• Assist in scheduling coordination of engineering staff.
• Review and update Help Desk documentation as assigned.
• Escalate problems per established policies and communicate with customers.
• Maintain knowledge of Help Desk products and services.
• Test and report results of new services or changes scheduled for release.

Job description

Trust Tech, LLC in Valparaiso, IN seeks a Help Desk Technician to provide 1st and limited 2nd level support for staff and clients. The role includes problem tracking, recording, resolution, and escalation of IT services, with an emphasis on timely, accurate communication and customer service. On-site position based at 213 S.

State Rd. 49, Valparaiso. Typical hours are 40–45 per week, Monday–Friday, with occasional outside-hours work to minimize downtime.