Help Desk Support Engineer
Due to expansion we are currently seeking a Help Desk Support Engineer. You will be responsible for answering customer calls and emails, preparing and monitoring service tickets, and performing remote technical support. You must have strong customer service skills, proficiency with Microsoft Office, experience working with a Help Desk ticketing system and a life-long learning mentality. Candidate must be comfortable working in a fast-paced team environment and truly enjoy helping their team and customers. This position is hybrid after 90 days of training and if a person is meeting their KPIs. M-F 8am-5pm but flexibility to work non-standard hours and weekends as needed is required. This position pays $25-$30 per hour based on credentials and experience.
Essential Responsibilities:
- Provide a wide range of technical support to a large client base
- Resolve support requests professionally and efficiently
- Work with our internal engineering team on escalated issues
- Utilize a help desk ticketing system to track incidents and communicate with clients regarding incident progress, changes and service outages
- Create and maintain knowledge base documentation
- Install, test and configure new computers, servers, software, printers and network equipment
- Complete proactive and reactive maintenance of servers and workstations remotely.
- Contribute to a highly-productive team environment
Requirements
Knowledge/Skills Required:
- PC and Mac support
- Active Directory management
- Proficient in Microsoft Office, Exchange and Office 365
- Network hardware and connectivity troubleshooting/configuration (switches, firewalls, VPN, NAS devices, WAPs, etc.)
- Windows Server 2008 and 2012 support
- Basic computer security concepts
- Knowledge base management
Education/Experience Required:
- Minimum of High School diploma, Associate’s or Bachelor’s degree in Computer Science preferred
- Minimum of 2 years’ experience working in a technical support role, 3-5 years’ experience preferred
- MCP or Net + certification required