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Exemplar Companies, PBC · 14 hours ago

Tier 1 Help Desk Technician (Bytagig)

United States

Full-time

Onsite

Mid Level

$21/hr - $25/hr

3+ years exp

Exemplar Companies, PBC is a dedicated partner to small businesses, startups, and entrepreneurs, providing IT services. They are seeking a Tier 1 Help Desk Technician to handle intermediate-level IT support requests, manage problem tickets, and provide on-site user support.

Communications InfrastructureConsultingLegalVenture Capital

Responsibilities

Delight our clients with a friendly, quick, and helpful experience

Assist the Projects Team with on-site or remote project delivery as needed

Manage and monitor problem tickets; analyze incidents and determine support required

Apply diagnostic techniques to identify problems, investigate root causes, and recommend solutions

Document IT requests in the ticketing system, record actions taken, and follow up on deferred items

Keep customers informed of ticket status and progress throughout resolution

Collaborate with customers and coworkers to diagnose and resolve issues

Troubleshoot, analyze, resolve, track, escalate, and document technical problems

Resolve incidents on first contact when possible using supported remote tools

Communicate effectively with both technical and non-technical users (“speak Geek and human”)

Train users on proper use of hardware and software

Configure and support: Firewalls, Wired and wireless networks, Access points

Perform proactive maintenance and monitoring using advanced tools

Escalate issues to Tier II Help Desk when outside scope or knowledge base

Provide frequent on-site user support at client locations

Deploy laptops and desktops across client environments

Maintain system performance by testing existing equipment and software

Perform other duties as assigned

Qualification

Microsoft AzureWindows ServerOffice 365 / Microsoft 365Networking fundamentalsLANWANVoIPTechnical supportCustomer serviceProblem solvingCommunication skills