Whole Technology ยท 2 hours ago
Help Desk Analyst
Havertown, PA
Full-time
Hybrid
Entry Level
$60K/yr - $60K/yr
1+ years expWhole Technology Co. is a leading Managed Service Provider dedicated to delivering innovative IT solutions. The Tier 1 Help Desk Technician will provide technical support and assistance to clients, ensuring optimal performance and reliability of their IT systems.
Cloud ManagementInformation ServicesInformation TechnologyIT Management
Hiring Manager
Anthony Landolfo
Responsibilities
Provide First-Line Support: Serve as the initial point of contact for clients seeking technical assistance via phone, email, or ticketing system. Respond promptly to inquiries and resolve technical issues in a timely manner
Troubleshooting and Issue Resolution: Diagnose and troubleshoot hardware, software, and network problems. Identify root causes of technical issues and implement effective solutions to restore functionality
Remote Support: Utilize remote access tools to troubleshoot and resolve technical issues for clients. Provide remote assistance with software installation, configuration, and troubleshooting
On-Site Support: Travel to client locations within the Philadelphia, PA area as needed to provide on-site technical support and assistance
Ticket Management: Create, update, and prioritize support tickets in the help desk ticketing system. Ensure accurate documentation of all client interactions, troubleshooting steps, and resolutions
Escalation of Complex Issues: Escalate unresolved issues to Tier 2 or Tier 3 support teams, as needed, while maintaining communication with clients regarding the status of their requests
Client Communication: Communicate technical information and solutions to non-technical users in a clear and concise manner. Keep clients informed about the progress of their support requests and provide regular updates until resolution
User Account Management: Assist with user account setup, password resets, and access permissions in Active Directory and other systems
Software Installation and Updates: Assist clients with software installation, updates, patches, and license activations. Ensure compliance with software licensing agreements and security policies
Documentation and Knowledge Sharing: Document common issues, solutions, and troubleshooting procedures in the knowledge base. Share knowledge and best practices with team members to improve overall efficiency and service quality
Customer Satisfaction: Strive to exceed client expectations by delivering excellent customer service and support. Maintain a positive and professional demeanor in all client interactions
Qualification
Required
Minimum of 1 year of experience in a help desk or technical support role, preferably in a managed service provider (MSP) environment
Proficiency in Microsoft Windows operating systems (Windows 10, Windows Server)
Familiarity with Active Directory and Microsoft 365 administration
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience with remote desktop support tools (Remote Desktop Protocol, TeamViewer, etc.)
Excellent verbal and written communication skills
Strong analytical and problem-solving abilities
Customer-centric mindset with a commitment to delivering exceptional service and support to clients
Ability to work collaboratively in a team environment and support fellow team members as needed
Ability to adapt to changing priorities and work effectively in a fast-paced, dynamic environment
Professional attitude, strong work ethic, and commitment to maintaining confidentiality and data security
Preferred
Bachelor's degree in Information Technology, Computer Science, or related field preferred
Knowledge of ticketing systems (e.g., ServiceNow, Zendesk) and remote monitoring tools (e.g., NinjaRMM) is a plus
Industry certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate (MDAA) are desirable
Benefits
Health, dental, and vision insurance
Retirement savings plan with employer matching
Paid time off and holidays
Opportunities for professional development and certification
Dynamic and collaborative work environment with opportunities for growth
Company
Whole Technology
Whole Technology provides IT consulting and managed IT services to small and medium-sized businesses.
1 employee
Funding
Current Stage
Early StageCompany data provided by crunchbase