IT Help Desk Support/ Onsite Field Technician

We are an MSP in the SFV area. We provide security focused management of our clients’ IT environments. Ability to determine issues and provide solutions to clients’ IT issues is key. We expect you to be well-versed in current technological trends and familiar with providing support to clients. We are looking for a competent Help desk technician to provide fast and useful technical assistance on various computer systems. You will answer queries on basic technical issues and offer advice to solve them. If you are also an excellent communicator, we’d like to meet you.

This position is 60 % Remote and 40% on site (at Client's site) as needed.

IT Help Desk/Onsite Technician responsibilities include:

Serving as the first point of contact for customers seeking technical assistance over the phone or email

Performing remote troubleshooting through diagnostic techniques and pertinent questions

Determining the best solution based on the issue and details provided by customers

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

Visit client office as needed for enhanced support

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

Requirements and skills

Personality

· Proper and pleasant verbal and writing communication skills in English.

· Punctual, organized, detail oriented and disciplined.

· Have a quiet area for work. No background noises. Need to look and be professional

· During the times of working for me, they shall have no other Clients or responsibilities.

· Be able to work remotely with non-tech impatient Clients.

· Be able to generate documentation and instructions and reports as needed.

Technical

· Proficient in MS Office 365 Products and Administration.

· Knowledge of Active Directory, GPOs, Azure, MDM(Intune), HyperV

· Knowledge of RDS/Terminal Servers, VPN, DUO, WireGuard

· Knowledge of mobile devices. iOS, Android, MAC, VoIP

· Knowledge of Veeam, Acrobat, DUO, Wasabi, Zabbix, RDPGuard, ScreenConnect, 3CX

You will answer queries on basic technical issues and offer advice to solve them. If you are also an excellent communicator, we’d like to meet you. Please reply to below in your response:

Please include an updated resume (if you have one)

What is your availability M-F ? Are you currently working ?

What kind of compensation are you looking for ?

Are you looking for temp or possibly temp to perm?

How many WPM do you type?

Looking forward to hearing from you.