Description

This position allows for remote work (work from home) as long as the remote location has reliable Internet access. The selected candidate will be required to travel within the United States no more than quarterly, with each trip lasting no longer than seven days. Compensation for this position will be commensurate with the successful candidate’s experience and abilities.

The Help Desk Technician is a full-time (non-contract) position, which is responsible for addressing work requests that are submitted by The MIS Department (MIS) clients or MIS personnel into the ticketing system, by phone or directly to MIS personnel. This role reports to the Help Desk Manager. The scope and nature of work requests (a.k.a. “tickets”) vary greatly, but the most common ones are on/off-boarding users (which involves creating various SaaS accounts, deactivating accounts, and retrieving equipment for departing users), diagnosing network connectivity and printing issues, installing (or diagnosing issues with) ad-hoc applications on users’ laptops, assisting with conference room setup and usage, and providing support with cellular or VoIP services. Another set of common tasks for the Help Desk team is to offer assistance to other members of MIS with project work (for example, system or solution migrations, such as from Active Directory to Entra ID).

Responsibilities:

• Staff the Help Desk appropriately at all times and participate in the on-call schedule.
• In partnership with directors/managers, verify that any Help Desk request is within the scope of work established for each client.
• Enter work requests submitted by phone, email, or directly to MIS personnel into the Help Desk ticketing system (Zendesk), to ensure all requests are recorded in the ticketing system.
• Using the time-tracking tool, track all time spent on each task.
• Complete work requests within the agreed-upon timeframe with the specific client, and update the client on work progress using an agreed-upon communication medium and frequency, using language suitable for client end-users as the audience.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve reported or identified problems or to provide technical assistance and support.
• Identify and escalate any ticket that may have larger implications to the Help Desk Manager and Engineer or Account Managers
• Collaborate with engineers to select appropriate solutions and ensure the compatibility of system components.
• Review system logs from end-user devices (Windows, macOS, iOS, or iPadOS), SaaS offerings (including Microsoft 365, Google Workspace, IdPs, password managers, and EPPs) to identify or diagnose issues.
• Install and perform repairs to hardware, software, or peripheral equipment, following design specifications, and generate reports on device performance and compliance.
• Contribute to the maintenance and accuracy of asset inventory for all end-user devices.
• Set up computing equipment (including peripherals and mobile devices) for use by end users, perform or ensure proper installation of operating systems’ endpoint protection, and various approved software. Where appropriate, use Mobile Device Management solutions (Mosyle, Intune, or Google Endpoint Management).
• Facilitate cellular service and device deployments for end users and manage wireless accounts and usage, by coordinating with mobile device carriers (vendors). Work with device and application vendors to ensure that changes (including updates and upgrades) are applied correctly and optimally.
• Contribute to the internal knowledge base and document best practices, lessons learned, and standard operating procedures to ensure consistency and quality across the team.
• Train users in the proper use of hardware or software.
• Keep abreast of security threats to hardware and operating systems, and communicate anything new or relevant to team leads and technicians
• Other duties as assigned

Requirements

Qualifications

• Strong diagnostic and critical thinking skills
• Strong oral, aural, and written communication skills
• Positive and professional demeanor, including a willingness to be diplomatic in tense situations
• Strong work ethic, which includes honesty, timeliness, and camaraderie with others, especially with colleagues and client end-users
• Diagnose technical issues and present possible solutions using readily available tools
• Proven ability to learn new concepts and technologies
• Previous experience in IT, MSP, customer service, or related fields
• Experience or familiarity with Microsoft Entra ID, Google Workspace, EPP, and IdP solutions
• Ability to build rapport with end users and coworkers