Job brief
AllConnected is looking for a competent Helpdesk technician to join our growing team.
Have you already completed a relevant IT certification, such as the CompTIA A+, Google IT Fundamentals, or CompTIA Security+? Have you had existing experience in providing technical support to end users? In the next step of your career, are you looking to specialize in Cybersecurity, Networking, or Disaster Recovery?
If so, we invite you to apply for our open HelpDesk position. AllConnected is a Managed Service Provider providing managed services to the Ventura and Los Angeles counties. Our commitment to ongoing coaching, employee development, and career path planning ensures that team members have opportunities to advance in their career path.
This role is to assist clients, providing fast and useful technical assistance on computer systems and networks. You will answer queries on basic technical issues and utilize troubleshooting techniques to resolve them, escalating to more senior resources as needed. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Work closely with our SOC/NOC/ROC teams to escalate Security, Network, and Recovery related issues and communicate resolution status to our clients
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Schedule:
For this position, the schedule will be Monday - Friday from 8AM to 5PM (PDT) allowing an hour for lunch. There will also be participation in a rotating on-call schedule for afterhours support/emergency escalation, the rotation may include monetary incentive.
Requirements:
- Proven experience as a help desk technician or other customer support role
- Office 365 Experience preferred
- Azure AD Exposure/Experience preferred
- Cybersecurity experience & certifications preferred
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field preferred
Benefits:
- PTO program, healthcare program, 401k with employer matching contributions
- Waiting period may apply
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Experience:
- Helpdesk: 1 year (Required)
Work Location: In person
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