Diamond · 10 hours ago
Help Desk Technician
Georgetown, DE
Full-time
Hybrid
Entry Level
$40K/yr - $40K/yr
1+ years expDiamond Technologies, Inc is a Managed Service Provider seeking a Help Desk Technician to provide first-line technical support for clients. The role involves troubleshooting and resolving basic IT issues, ensuring excellent customer service, and maintaining client communication.
ArtDigital MediaFilm ProductionMotion CaptureTelecommunicationsTV Production
Responsibilities
Serve as the initial point of contact for clients via phone, email, or ticketing system
Provide timely and professional support to resolve Level 1 technical issues, including hardware, software, and connectivity problems
Escalate unresolved issues to Level 2/3 support, documenting all troubleshooting steps in the ticketing system
Manage basic user account tasks such as password resets, account unlocks, and access requests
Assist with device provisioning, including peripheral equipment, and ensure endpoint protection and monitoring tools function correctly
Support onboarding and offboarding activities, including account setup and equipment preparation, transfer, or decommissioning
Ensure new client employees receive a workstation, monitor(s), keyboard, mouse, docking station, and any other applicable equipment
Maintain a friendly and professional demeanor while assisting clients
Set clear expectations for issue resolution timelines and provide regular updates
Document all client interactions and resolutions in the ticketing system
Monitor client environments for alerts, taking preemptive actions where possible
Assist with scheduled maintenance tasks, such as patching and updates
Work closely with other team members to ensure smooth escalation and knowledge sharing
Participate in team meetings and contribute to continuous improvement discussions
Provide client onsite support three (3) days a week (reliable transportation is required)
Will be part of the On-Call rotation
Qualification
Required
Basic knowledge of Microsoft 365, Windows operating systems, and network fundamentals
Familiarity with remote monitoring and management (RMM) tools
Understanding of ticketing systems and IT service management (ITSM) concepts. Experience with Autotask is a plus
A high school diploma or equivalent; technical certifications (e.g., CompTIA A+, Network+) are a plus
Previous experience in a help desk or technical support role is preferred
Help desk: 1 year (Required)
Ability to Commute: Georgetown, DE 19947 (Required)
Preferred
Technical certifications (e.g., CompTIA A+, Network+) are a plus
Previous experience in a help desk or technical support role is preferred
Benefits
401(k)
Dental insurance
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Company
Diamond
Diamond is a Motion Picture company, inspiring culture through the power of intellect and creativity.
51-200 employees
H1B Sponsorship
Diamond 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
2024 (3)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Andre Lord
Founder, CEO & Director
Company data provided by crunchbase