Fortis · 14 hours ago
Help Desk Support Technician
El Dorado Hills, CA
Full-time
Onsite
Entry, Mid Level
$20/hr - $22/hr
2+ years expFortis is a rapidly expanding Managed Service Provider dedicated to delivering elite technical solutions. The Help Desk Support Technician will act as the first point of contact for end users experiencing technical issues, providing troubleshooting and support primarily through remote management tools, with possible onsite visits as needed.
B2BFinanceFinancial ServicesPaymentsSoftware
Responsibilities
Act as the first point of contact for end users experiencing issues
Using remote tools, troubleshoot basic computer, network and application issues for end users
Diagnose and resolve user software issues, printing, email, internet, wireless and local area network access problems
Provide technical support and troubleshooting for a wide range of Windows operating system issues
Install and upgrade Windows OS
Perform system diagnostics, log analysis, and event viewer review to pinpoint root causes of Windows-related problems
Provide friendly, courteous, and quality support to all users
Respond to incoming telephone calls, voicemail, emails, and/or chat for assistance from users
Configure and deploy Printers / MFPs
Accurately document all client interactions, inquiries, and reported issues within the PSA system, ensuring completeness and clarity
Create new support cases in the PSA, populating all required fields with relevant information
Categorize and prioritize incoming requests and issues within the PSA, adhering to established service level agreements (SLAs) and internal guidelines
Route or escalate tickets accurately to Engineering or Account Managers as needed
Stay current on and adhere to established policies, procedures, and documentation
Set up new user accounts
Ensure the confidentiality and security of all information
Duties may include site visits to customer locations
Qualification
Required
High School Degree (some college or completion of Technical School preferred)
2 to 5 years experience in Help Desk/Technical Support role, Customer Service, or similar position and/or a Degree in a related field
Working knowledge of a wide range of Windows operating systems
Desktop App experience installing and supporting MS Office, GSuite, AV clients, Browsers, Adobe
Foundational understanding of printer/file sharing and access permissions
Foundational technical knowledge of PCs, networking, routers, and TCP/IP, DNS, DHCP
Experience with configuring VPN clients
Basic experience with PC hardware, part replacements/installs, hard drive swaps, etc
Excellent written and verbal communication skills
Strong customer service skills
Strong problem-solving skills and decision-making ability
Ability to learn and apply technical information in a fast-paced, demanding work environment
Ability to follow policies and procedures; attention to detail
Ability to prioritize service tickets by urgency
Ability to handle a large call volume
Ability to accurately track time and services performed during the course of the day
Strong enthusiasm and desire to learn
Preferred
Experience configuring managed switches and routers
Entry level CompTIA Certifications preferred
Familiarity with MikroTik, SonicWall, or Meraki routers
Experience with Connectwise PSA, RMM, ScreenConnect
Knowledge of VoIP and Unified Communications technologies
Benefits
Dental insurance
Health insurance
Paid time off
Vision insurance
Company
Fortis
Fortis delivers comprehensive payment solutions and commerce enablement to software partners and developers, processing billions of dollars annually.
201-500 employees
H1B Sponsorship
Fortis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (2)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Lovell Minnick Partners
2025-03-12Private Equity
2019-12-17Private Equity
Leadership Team
Greg Cohen
Chief Executive Officer
Kevin Shamoun
SVP Product & Innovation
Recent News
2025-11-07
Crowdfund Insider
2025-10-28
Company data provided by crunchbase