Help Desk & Device Technician

Join ARMOR’s DeKalb technical team helping customers solve computer,mobile-device, game-console, and everyday technology problems.

ARMOR is looking for people to work in the DeKalb area as Help Desk and Device Technicians. The position includes greeting customers, providing technical assistance over the phone or byemail, and repairing devices ranging from cell phones andcomputers to game consoles.

Candidates should have at least a high school diploma or equivalent and strong critical-thinking skills. No previous experience is required, although applicants with relevant experience may be favored.

This is a full-time position.

• Serve as the first point of contact for customers seeking technical assistance over the phone or by email.
• Determine the best solution based on the issue and information provided by the customer.
• Walk customers through the problem-solving process.
• Direct unresolved issues to the appropriate next level ofsupport.
• Provide accurate information regarding IT products and services.
• Record problems, events, and resolutions in appropriate logs.
• Follow up with customers and update status information.
• Pass customer feedback and suggestions to the appropriate internal team.
• Identify and suggest potential improvements to procedures.

ARMOR is looking for a competent Help Desk Technician who can provide fast and useful technical assistance with computer system sand other technology.

A successful technician needs solid technical knowledge as well asthe ability to communicate effectively, understand a customer’sproblem, and explain the solution clearly.

The position also requires patience and a customer-focused approach when working through difficult or frustrating technical issues.

The goal is to create value for ARMOR’s clients while helpingpreserve the company’s reputation and customer relationships.

• Experience as a help desk technician or in another customer support role is preferred.
• Technology-focused with working knowledge of office automationproducts, databases, and remote-control software.
• Good understanding of computer systems, mobile devices, andother technology products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Customer-oriented and able to remain calm when solving problems.
• A BSc/BA in IT, Computer Science, or a related field is helpful,but not required.

Valid Driver’s License

All positions at ARMOR require a valid driver’s license.

Physical Activity

Applicants must be able to lift up to 50 lbs and be capableof standing or climbing up to 70% of the time.

Hardware Troubleshooting

Team members may be required to interact with and troubleshootcomputer, mobile-device, and other electronic hardware.

Sensitive Information

The position may involve sensitive client data and includesconfidentiality, non-compete, and intellectual-propertyprotections applicable to ARMOR and its clients.