IT Support Technician

Jobtailor

Iron Mountain Lake (MO)

Hybrid

USD 42,000 - 54,000

Full time

2 days ago

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Job summary

Jobtailor in Missouri is seeking an IT Helpdesk specialist to provide remote and onsite support, resolve end-user issues, monitor helpdesk queues, and triage tickets to meet SLA targets.

You will assist with onboarding, configure workstations, maintain security applications, and participate in SCRUM planning for project-based support, while upholding confidentiality.

Qualifications

1–2+ years of IT helpdesk or equivalent experience.
Associate or bachelor's degree in IT or CS preferred.
Experience troubleshooting Microsoft Office desktop and Microsoft 365 web-based applications.
Experience with MS Windows Desktop and Server environments.
Knowledge of security applications such as data backup, malware protection, VPN applications, and host-based firewalls.
Experience troubleshooting and maintaining standard office applications, printers, and basic office automation issues.
Experience with data backup solutions and software.
Ability to research and learn unfamiliar hardware, applications, or platforms.
Excellent customer service skills.
Strong written and verbal communication skills.
Ability to manage changing priorities and work independently in a collaborative environment.
Ability to work Monday-Friday between 8:00 am and 5:00 pm CST and outside normal business hours when required.
Must participate in an on-call rotation for 24-hour support

Responsibilities

Provide remote and onsite helpdesk support and resolve end-user problems.
Monitor and respond to helpdesk requests while meeting Service Level Agreements.
Monitor the service desk queue, triage tickets, and process them based on priority.
Support customer security applications and cybersecurity requirements.
Document internal procedures and processes.
Assist with onboarding new customers and employees.
Install, upgrade, test, and configure workstations, peripheral equipment, and software.
Maintain inventory and monitor the health of managed equipment and software using remote management software.
Manage customer software deployment according to best practices and customer standards.
Resolve technical problems involving LANs, WANs, and other systems.
Perform workstation hardware and software upgrades.
Participate in SCRUM project planning for project-based support.
Maintain confidentiality of company and customer information.
Perform other duties assigned by management.

Skills

IT Helpdesk

Microsoft Office Troubleshooting

Cybersecurity Knowledge

Service Desk Management

Customer Service Skills

Education

Associate Degree in IT

Bachelor's Degree in Computer Science

Tools

Microsoft 365

Remote Management Software

Security Applications

VPN Applications

Host-Based Firewalls

Job description

Provide remote and onsite helpdesk support and resolve end-user problems
Monitor and respond to Guide Star helpdesk requests while meeting Service Level Agreements
Monitor the service desk queue, triage tickets, and process them based on priority
Support customer security applications and cybersecurity requirements
Document internal procedures and processes
Assist with onboarding new customers and employees
Install, upgrade, test, and configure workstations, peripheral equipment, and software
Maintain inventory and monitor the health of managed equipment and software using remote management software
Manage customer software deployment according to best practices and customer standards
Resolve technical problems involving LANs, WANs, and other systems
Perform workstation hardware and software upgrades
Participate in SCRUM project planning for project-based support
Maintain confidentiality of company and customer information
Perform other duties assigned by management

Requirements

1-2+ years of IT Helpdesk or equivalent experience
Associate or bachelor's degree in IT or Computer Science preferred
Experience utilizing and troubleshooting Microsoft Office desktop and Microsoft 365 web-based applications
Experience with MS Windows Desktop and Server environments
Knowledge of security applications such as data backup, malware protection, VPN applications, and host-based firewalls
Experience troubleshooting and maintaining standard office applications, printers, and basic office automation issues
Experience with data backup solutions and software
Ability to research and learn unfamiliar hardware, applications, or platforms
Excellent customer service skills
Strong written and verbal communication skills
Ability to manage changing priorities and work independently in a collaborative environment
Ability to work Monday-Friday between 8:00 am and 5:00 pm CST and outside normal business hours when required
Must participate in an on-call rotation for 24-hour support

Core Competencies

Demonstrates expertise in IT Helpdesk support, including troubleshooting Microsoft Office and Microsoft 365 applications, managing customer software deployment, and maintaining security applications. Proficient in monitoring service desk queues, resolving technical issues, and documenting internal processes while providing excellent customer service.

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